Hypercare Support Specialist (US Remote)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live 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 by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

CMSO Software Enterprise Hypercare support organization delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission critical goals and responsibilities. We provide support for ground breaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations. PSA deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings. Hypercare support is a fast-paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Job Description

The Hypercare support team will be responsible for various customer supporting functions and products (PremierOne CAD or RMS systems).  Works with the customer to understand comprehensive business requirements as it relates to MSI applications.

 

Responsibilities include but not limited to:

• Primary responsibility of the PremierOne Hypercare support is to provide face-to-face customer service and technical support
• Experience with administration of Law Enforcement Records Management System preferred
• Provide successful and consistent software application support with minimal to no impact on live operations
• Building relationships with customers and internal Motorola Solutions teams to foster customer satisfaction with service and support
• Subject to working in high security areas governed by the US Department of Justices “Criminal Justice Information Services (CJIS) Security Policy”
• Ensures customer satisfaction involves proper support and service delivery and delivery on contracted services and SLA’s
• Initiates problem solving and follows through to resolution
• Performs root-cause analysis of problems to formulate and recommend improved alternative operations
• Operates as a liaison with other MSI teams to provide exceptional service and support, assisting in troubleshooting and resolving issues
• Escalating problems quickly and collaborating with various technical organizations when determining customer solutions (Engineering, Product Groups, R&D, etc.)
• Ability to provide technical support, server updates, system health checks and general system troubleshooting
• Validate, troubleshoot, and characterize reported application issues
• Can be up to 50% to 75% travel for this position

Qualifications:

• 3+ years of customer support experience
• 3+ years of IT support experience
• Strong written and oral communication skills. (Fluent in English, oral and written)
• Strong teamwork, interpersonal communication, and problem-solving skills.
• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolutions to ensure the customer is satisfied with the end result
• Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
• Strong determination in the face of challenges
• Must have strong organization skills and the ability to handle multiple tasks.  Effective time management skills required
• Customer focused; detailed oriented individual
• Technical expertise in PremierOne applications
• Experience with Servers and workstations (Dell and HP)
• Experience with Windows Domain architecture/ integration / Active Directory
• Experience with troubleshooting various server / desktop hardware and operating systems related issues
• Experience troubleshooting LAN/WAN
• Experience troubleshooting 3rd party application integration
• 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 ba