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Customer Support Technician III

4 months ago

Salt Lake City, 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 OverviewThe Centralized Managed and Support Operations - Software Enterprise (CMSO-SE) organization provides high quality support experiences for mission critical customers so they can accomplish their mission. The CMSO-SE organization's Flex VIP Support team provides in-depth investigation and handling of more complex customers.Job Description The Support team is comprised of a group of individuals supporting Motorola Solutions software and services to the Public Safety market. The VIP Customer Service Technician works on all aspects of our software in Support of our customers. The Customer Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position Supports our customers 24/7, requiring the flexibility to work all hours as needed. Primary Responsibilities: * Manage and work tickets cases entered by agencies assigned * Write and modify Knowledgebase Articles for distribution * Working under minimal supervision, be responsible for reproducing / confirming product defects and reporting such defects to Product Development for permanent resolution * Manage the relationship and collaboration with customers and Flex Support Team * Maintaining required product environments for the entire Technical Support organization. * Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed. * Occasionally travel to VIP customer sites to represent Support Organization. Preferred Qualifications and Experience: * Bachelor's Degree in Computer Science or equivalent industry experience. * Minimum of 1 year working with the Flex Product. * Knowledge of and/or basic skills in: Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory); Validating, troubleshooting, and characterizing reported application issues; Web servers; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing). * Prior experience in: Installing, configuring, and supporting Motorola Solutions software; answering customer questions on application usage and administration; creating and updating technical documentation; logging information into internal case tracking systems; and/or providing Live Phone support for public safety customers; installing and configuring required 3rd party software packages; providing feedback to individual contributors * Excellent problem solving, troubleshooting, and customer service skills. * Analytical, efficient, and thorough. * Ability to remain calm and courteous under pressure and navigate tense situations. * Possesses strong customer relation and interpersonal skills. *... 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 characteristic.