Customer Support Technician

Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we’re living up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer - safer communities, safer schools, safer hospitals, safer businesses – safer everywhere. We’re building integrated technologies that help protect people, property and places. We’re connecting public safety agencies and enterprises – enabling the collaboration that’s critical for a more proactive approach to safety and security. We’re committed to solving for safer every day because the work we do here matters.

Department Overview

The WAVE On-Cloud Department is seeking a talented and technically strong individual to fulfill a Customer Support Technician position. In this position, you will have many unique and varied responsibilities. The Customer Support Technician will be the "Back Office" support for our Customers, Partners and Carrier Accounts in troubleshooting and resolving issues that arise in our WAVE On-Cloud Products. The specific job responsibilities include the following:

Job Description

• Diagnosing and resolving customer issues through incident (tickets) and remote customer interactions.
• Responsible for logging and resolving of incidents ensuring that Service Level Agreements (SLA's) are met.
• Escalation of 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 reference.
• Communicate actively with Customers, Partners and Carriers regarding the reported issues.
• Monitor all outages/issues through the return to normal services.
• Customer Advocate.
• Answer after hour calls from customers.
• Available for weekend and holiday shifts to satisfy business need.

Preferred Qualifications and Skills

• Previous PC/Networking technical support/troubleshooting remotely.
• Demonstrated communications skills, both written and verbal.
• Demonstrated ability to multi-task competing priorities.
• Inbound Call Center experience (2+ years experience preferred).
• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

#LI-DB1

Basic Requirements

• High School Diploma and 2+ years of Technical Support experience.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

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, veteran's status, or, any other protected characteristic.