Software Education Consultant

Key Responsibilities

• Proactive Adoption & Enablement: Move beyond "break-fix" support. Identify underutilized product features within a customer's subscription bundle and proactively guide them toward strategies that improve efficiency and business processes.
• Technical Consultation: Serve as the "admin on the user side." Assist agencies with system provisioning, configuration, and endpoint management. Teach end-users and administrators not just how to use the software, but why it fits their operational workflow.
• Investigative Problem Solving: Conduct site reviews to diagnose process bottlenecks. Use an investigative methodology to determine if issues stem from product bugs, environmental factors, or user misunderstanding, and provide tailored guidance to resolve them.
• Workflow Integration: Work closely with deployment teams and application specialists to understand the full Emergency Call Management ecosystem. Help agencies integrate disparate tools (e.g., Assist AI, Radius Map, CAD interfaces) into a cohesive, streamlined operation.
• Instructional Excellence: While you will conduct remote and on-site training, your primary goal is to foster client independence. Develop training approaches that use storytelling and real-world case studies to help frontline personnel understand the impact of protocols.
• Cross-Functional Collaboration: Act as the liaison between the customer and internal engineering/support teams. When a request exceeds standard administrative scope, you will provide the documentation and context necessary for Tier 4 technical intervention.
• Note: This is a remote role with 50% - 75% travel to customer sites in the US. Candidates may reside anywhere in the United States.

Basic Requirements

• 3+ years of experience in technical training, 911 call handling (telephone systems), or public safety dispatch operations
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Over 50% Travel