Support Services Analyst, Level 2
Motorola Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois, Iowa, Ohio, Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $73,000 per year
Job Level
JuniorMid-Level
About the role
- Provide accurate, timely and professional support to the customer’s satisfaction using phone, email, portal, forums, and chat tools.
- Gather information about customer problems and needs and analyze to help determine the cause.
- Contribute to the knowledge about a customer to help with future support interactions.
- Promptly resolve issues and questions meeting SLA requirements.
- Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves.
- Produce reports of customer support and system usage as required.
- Act as the first point of escalation for the offshore team.
- Assist the offshore team to answer their questions related to the system, support processes and general best practices.
- Proactively advance product knowledge to an expert level including self-education and experimentation with new product features, common tasks, and problems, and how these are applied or used within different solution settings.
- Assist with maintaining Noggin’s knowledge base by contributing content and insights into common questions, and opportunities for improvement.
- Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features.
- Be the customer advocate within Noggin and take responsibility for driving issue resolution and a shared understanding of the customer perspective.
- Coordinate and collaborate with Noggin staff (DevOps, engineering etc.) to ensure SLA requirements are understood and met, and to help achieve the best solution.
- Investigate issues, document your findings, and attempt to find a resolution before escalating to other teams.
- Add value to internally escalated support tickets to include replication steps, links to relevant locations, and a conversion from the Customer’s terminology into Noggin terminology.
Requirements
- Bachelor’s degree in business / commerce / information technology / computer science
- Minimum of 2 years’ experience in support services and analysis
- Experience in providing support to non-technical users of software
- Experience in software requirements or problem analysis
- Experience with modern service management practices and systems
- Complete fluency in English language, both written and spoken is required
- Spanish fluency, written and spoken, is preferred but is not required.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportproblem analysisservice management practicesreport productiontechnical workaroundsknowledge base maintenanceproduct knowledgeissue resolutionSLA requirementssoftware support
Soft skills
communicationcollaborationcustomer advocacyproactive learningescalation managementanalytical thinkinginterpersonal skillsteam supportorganizational skillsself-education