Customer Support Technician I Us Remote
Motorola Solutions is there for our customers when everything is on the line. In extreme moments when a hurricane lands or when a fire breaks out. And in everyday moments when a package arrives just in time for the holiday or when a child doesnt miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department Overview The Customer Support Technician I will be joining a team of entry level to senior level Customer Support Technicians serving all relevant accounts, for our WAVEWAVE On Cloud solutions. This role will be providing remote support to our customers for diverse markets for our Global Customer base, including , public safety, missioncritical infrastructure and commercial business around the Globe. You will be a catalyst for delivering high quality and timely support to customers. In addition, you will be collaborating with peers including development, engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to come up to speed rapidly on our technology and products. We are looking for a highenergy, forwardthinking person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences.
This position will support our customers Monday through Friday, 10am to 7pm.
Candidate must be flexible to work any shift depending on Business needs.
As a Customer Support Technician you will perform technical and administrative tasks that will help drive day to day operations.
The following will be the core responsibilities of the Customer Support Technician II.
Responsible for providing technical support.
Responsible for logging and resolving of incidents ensuring that Service Level Agreements are met.
Escalating any incidents that cannot be resolved within specified time frames or knowledge capabilities.
Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral accordingly.
Take Technical Ownership of Major Incidents by identifying, communicating and utilizing appropriate resources to resolve the issue.
Ensure operations meet support and performance metric requirements.
Monitor all outagesissues through the return to normal services.
Build strong and effective working relationships with Engineering and Management organizations.
Respond to customer incidents in a timely fashion and in compliance with implemented standards.
Acting as the first point of contact for any issues.
Develop good customer relationships through excellent customer service skills.
Comply with Motorola Quality and Security policies and practices.
Be familiar with all policies and services.
Responsible to update and maintain data integrity of various database systems used.
Technical knowledge in networking, Windows and Windows Server.
Networking certification is a plus.
Foundational knowledge of ITIL is a plus.
Good communications skills verbal, written and presentation
Strong analytical, problem solving and investigative skills.
Attention to detail.
Ability to work unsupervised.
Good time management skills.
Ability to set priorities and meet deadlines.
Aptitude to manage multiple tasks concurrently.
Associates Degree or higher in Computer Science
2 to 4 years years of technical support experience within a remote phone support environment.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Motorola Solutions has implemented a voluntary COVID19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions39; customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.
Travel Requirements None
Relocation Provided None
Position Type Experienced
Referral Payment Plan No
Incentive Bonus Plans
Medical, Dental, VisionbenefitseffectiveDay 1
401K with Company Match and Day 1 vesting
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & Family Leave
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran39;s status, or, any other protected characteristic.