Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Technical Support Specialist
Motorola Solutions
full-time
Posted on:
Location: Alabama, Arizona, Colorado, Tennessee, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $70,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AndroidiOS
About the role
- Provide in-depth investigation and resolution of customer cases related to our real-time operations and situational awareness ecosystem solutions, ensuring a positive and efficient customer experience.
- You will be a key point of contact for our customers, providing real-time operational support and collaborating with internal teams to optimize processes and deliver timely solutions.
- Cover a phone queue & email queue coverage for incoming customer requests with assisting in real-time operational support for public safety end users.
- Collaborate closely with additional ecosystem teams to optimize processes, aiming to resolve the maximum number of customer issues on first contact.
- Partner with systems engineering and product management to prioritize fixes and new releases, ensuring timely and effective solutions.
- Being detail oriented and well organized is a must for tracking escalations.
- Ensure documentation of potential FAQ’s, How To’s, Tips and Tricks for new feature/product rollouts, minimizing disruptions and maximizing customer satisfaction.
- Ensure the team is informed and current on all product defects/ enhancements/ latest releases by working closely with the product teams and sharing that information with the entire support organization.
- Cultivate and maintain strong relationships with key customer contacts, ensuring a high level of customer service and satisfaction.
- Attend daily/weekly internal meetings to review and address operational challenges, and to identify and implement process improvements.
- Attend customer meetings as needed to coordinate issue resolution and escalation efforts.
- Uphold Motorola Solutions' professional standards; represent the company in a positive and professional manner.
- Monitor and manage your own cases, accepting coaching and support when needed to ensure prompt resolution or escalation.
- Participate in knowledge article creation and utilization, fostering a culture of knowledge sharing and continuous improvement.
- On-call rotation after-hours for system outages.
- Evaluating customer impact, assisting in root cause analysis, communication, and documentation of resolutions.
- Meet performance goals in alignment with the team's strategic objectives.
- Travel occasionally to VIP customer sites to represent the Support Organization.
Requirements
- High school diploma or equivalent
- 3+ years of experience in Technical customer support
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
