Technical Success Administrator - Emergency Call Management (ECM)
$115,000–$130,000 year
Remote · Arizona, United States or New York, United States
Job Summary
Technical Success Administrator for Emergency Call Management (ECM) within the CCSW Technical Success Team; drives ECM Hybrid-Cloud adoption, activation and deep integration of cloud-based products, configuration and workflow tuning, and advanced technical support of Public Safety software. Responsibilities include post-deployment service requests, diagnosing low-usage blockers, remote and keyboard-side coaching to build customer administrator proficiency, managing the customer relationship, coordinating internal resources, and traveling to the US/Canada as needed to ensure customer satisfaction and successful adoption of ECM/cloud solutions.
Required Qualifications
- Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
- 4+ years of customer support experience
- 3+ years of IT support experience
- Strong written and oral communication skills
- Fluent in English (oral and written)
- Strong soft skills, interpersonal communication, and problem-solving skills
- Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management
- Working knowledge of Analog and Digital Telephony
- Microsoft MCSE or equivalent experience
- Cisco CCNA certifications or related experience
- In depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating Systems
- Experience with Windows Domain architecture/ integration / Active Directory
- Experience in providing Linux/UNIX technical support to customers
- Experience with troubleshooting various server/desktop hardware related issues
- Experience with Servers (Dell and HP)
- Experience troubleshooting LAN/WAN
- Experience with VOIP applications
- Experience troubleshooting 3rd party application integration
- Desired Qualifications: Vesta 9-1-1 product line expertise, Vesta NXT, Hybrid, Continuity expertise, Public Cloud and Private Cloud architecture(s), VMware virtualization suites, Cloud Technologies (Azure or AWS), Computer Telephony Integration (CTI) Applications, database technology (MySql or SQL Server), firewalls and security applications, GIS applications
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