Motorola Solutions

Technical Support Specialist

Motorola Solutions

full-time

Posted on:

Origin:  • 🇺🇸 United States • Alabama, Arizona, Colorado, Tennessee, Washington

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Salary

💰 $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.