Software Customer Support Manager

Motorola Solutions

. Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.

Posted 5/20/2026full-timeRemote • Oklahoma, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $95,000 per yearWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
Exercise judgment in selection methods and techniques for obtaining solutions.
Ensures best practices are being adhered to within the customer's environment.
Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
Maintains awareness of all complex service matters including technical solutions implementations and activities.
Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment
Can explain technical problems and solutions to team/client members.
Ensures effective coordination and support between account teams and supporting technical resources.
Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.
Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations

Requirements

What you’ll need

3+ years of experience working in a Customer Service/Customer Support environment preferred.
Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment
Understanding of ServiceNow ticketing tools
Understanding of the Google software suite
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
Exhibit strong ownership and follow through; own the customer’s issue and drive resolution to ensure the customer is satisfied with the end result
Exceptional interpersonal skills required
Strong determination in the face of challenges. Our customers count on dependable, reliable support
Strong verbal and written communication skills
Must have strong organizational skills and the ability to handle multiple tasks.
Effective time management skills required
Proficient computer skills with emphasis on windows based applications
Customer focused; detail orientated individual
Ability to maintain a positive attitude in a high stress/at times confrontational situations
Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
Confident individual who exceeds at responsibility and accountability
Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
Adaptive and flexible individual who is willing to learn and make recommendations for improvements
Ability to work and make decisions with minimal supervision

Benefits

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Motorola SoftwareVideo productsAPI technologiesSoftware ArchitectureSoftware DesignSystem IntegrationCloud DeploymentServiceNowWindows applicationsCustomer Call Center procedures

Soft Skills

interpersonal skillscommunication skillsorganizational skillstime managementcustomer focusproblem-solvingownershipadaptabilitydeterminationleadership