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Hypercare Support Specialist

3 months ago

San Francisco, California, United States Motorola Full time

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 and 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 OverviewCMSO 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, RandD, 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,... For full info follow application link.

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected ch aracteristic.