Customer Support Engineer Rave Mobile Safety
THIS JOB HAS EXPIRED Rave Mobile Safety is the most trusted software partner for campus and public safety. Used by leading Institutes of Higher Education and State and Local Agencies, the award-winning portfolio of Rave Alert, Rave Guardian, Eyewitness, Smart911 and SmartPrepare enables millions to feel safe, secure and connected. Rave Mobile Safety is headquartered in Framingham, MA.
Rave Mobile Safety is looking for a fast-learner who will provide outstanding customer service and support, including, but not limited to, resolving Tier I support issues through resolution and educating users about how to get the most out of our products.
Customer Service Engineer Job Duties:
Become subject matter expert in use of available products
Resolve product or service problems, in writing or verbally, by clarifying the customer?s submissions; determining the cause of the problem; determining best solution to achieve desired result.
Keep support cases up to date within online support queue while ensuring SLAs are fully met or exceeded.
Create new accounts and configure existing account updates within proprietary product console.
Maintain accurate account information within CRM database.
Continuously manage and update ticketing system and process, ensuring most accurate responses are catalogued and utilized.
Provide weekly reporting regarding support queue case load with case type breakdowns
Contribute to team effort by accomplishing related tasks in a timely and efficient manner.
One week per month ? 24/7 On-Call rotation
Customer Service with technical experience or degree
Strong written and verbal communications skills
Ability to work in a fast-paced environment
Web applications experience
Professional phone demeanor
Analytical approach to problem solving
Ability to multi-task with focus on quality
Proficient in Microsoft Office with emphasis on Excel
SalesForce.com experience desired
Rave Mobile Safety is an Equal Opportunity Employer and utilizes the E-Verify Employment Verification process.
||50 Speen St. |
Framingham, MA 01701
THIS JOB HAS EXPIRED