Motorola Solutions is a global community focused on enhancing public safety through technology. The Support Services Analyst (Level 2) is responsible for providing professional customer support, analyzing customer issues, and collaborating with internal teams to ensure solutions are effectively implemented.
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
Qualification
Required
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
Technically adept with support tools, including communication and support desk software (ticketing, self-service options, and customer support features)
Deep product knowledge, including how it works, how to resolve common problems, how to configure it and how customers in different solution settings use it
Demonstrates a willingness to learn
Complete fluency in English language, both written and spoken is required
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
Preferred
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!
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
