Support Associate

In the time it takes you to read this job description, RapidSOS will have handled ~1,380 emergencies.

At RapidSOS, we are committed to using technology to build a safer, stronger future and working together to save lives. We’re in an exciting phase of growth, welcoming new members from across the globe to our mission-driven, ambitious, and inclusive team. Our work is founded on our values of trust and safety, pioneering, urgency, and purpose over pride, all of which support a company culture where people can innovate, collaborate, grow, and, above all, make an impact. If that sounds like an exciting opportunity, we want to hear from you!

At RapidSOS, we are empowering safer, stronger communities with faster, data-driven emergency response. In partnership with public safety, RapidSOS created the world’s first intelligent safety platform that securely links life-saving data from 540 million+ connected devices, apps and sensors and 200+ technology partners directly to RapidSOS Safety Agents, 911, and first responders globally. The platform is used by over 21,000+ first responder agencies in six countries and supports 171 million+ emergencies each year. Whether there’s an unsafe moment or an emergency, RapidSOS Ready devices, vehicles, homes, or buildings deliver essential data to the right place when it matters most. 

What this role is about:

As a Support Associate at RapidSOS, you will play a pivotal role in supporting field responders by quickly resolving technical issues and providing guidance associated with the best use of eDispatches and IamResponding while ensuring a positive customer experience. You will be the frontline of assistance and optimize the customer experience through ticketed requests from our customers, and also work cross-functionally with internal teams to define and resolve issues in a timely manner. You’ll excel in this role if you have worked within a technical support or IT function, thrive in a highly visible and customer-facing role, and are self-motivated with a low ego. Your work will directly contribute to the effectiveness of emergency responses, helping save lives every day. 

What you’ll do: 

• Customer Assistance: Act as a first point of contact from all incoming inquiries from customers including first responders via email or phone regarding our product and services, ensuring their needs are met with professionalism and efficiency
• Communication: Maintain positive communication in a timely manner and collaborate effectively with customers and team members
• Problem Resolution: Troubleshoot and resolve Tier 1 issues with software and hardware, escalating as needed, and provide ongoing support of the eDispatches and IamResponding products and services to ensure customer satisfaction
• Configuration: Coordinate and manage the assembly of hardware components, achieving timely and accurate shipping to customers
• Training and Development: Develop an in-depth understanding of the eDispatches and IamResponding products and services to best support customers through thorough training
• Collaboration: Document and share issues or bugs to internal stakeholders such as Engineering and Product teams along with customer feedback to enhance future RapidSOS services
• Team Collaboration: Work cohesively with team members to ensure all cases in the queue are addressed and resolved promptly
• Continuous Improvement: Participate in ongoing learning opportunities and contribute to process improvements to enhance overall service quality

What we’re looking for in our ideal candidate: 

• 1+ years of experience in a customer-facing role in technical support or IT is advantageous, but candidates with the right skills and mindset will also be considered
• Knowledge of troubleshooting software (web applications + mobile applications with basic configuration knowledge of Android and iOS) and hardware issues
• Strong written and verbal communication skills to internal and external stakeholders at all levels; comfortability and proficiency in handling phone calls and Emails with professionalism
• Empathetic and customer-centric mindset, with a passion for delivering exceptional customer experiences 
• Highly self-motivated, strong work ethic and ability to multitask in a fast-paced environment
• Technical aptitude with the ability & willingness to quickly learn and understand complex products or services to apply to customer cases 
• Proficiency with maintaining and updating customer relationship management software, Zendesk preferred 
• This role requires the ability and willingness to be in-person in our Kinnelon, NJ office from Monday through Friday

Nice-to-have experience (but not required!):

• Familiarity with Linux-based operating systems is a plus, though training will be provided
• Previous experience as a first responder and/or understanding of emergency services

What we offer: 

• The chance to work with a passionate team on solving one of the largest challenges globally 
• Competitive salary and benefits and equity participation 
• A dynamic, flexible and fun start-up work environment with a highly talented team

If you're curious to learn more about RapidSOS, you can check out https://rapidsos.com/blog/ 

Starting pay for a successful applicant will depend on a variety of job-related factors, which may include experience, relevant skills, training, education, location, business needs, or market demands. The salary range for this role is $65,000 - $75,000. This role will also be eligible to receive equity options. #LI-Onsite