Customer Support Specialist
4 weeks ago
The Customer Support Technician III role at Motorola Solutions is a challenging and rewarding opportunity to provide exceptional support to our public safety customers. As a key member of our Centralized Managed and Support Operations - Software Enterprise (CMSO-SE) organization, you will be responsible for delivering high-quality support experiences that enable our customers to accomplish their mission.
Key Responsibilities
- Manage and work tickets cases entered by agencies assigned
- Write and modify Knowledgebase Articles for distribution
- Work 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
- Maintain 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
Requirements
- 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 & interpersonal skills
- Excellent verbal and written communication skills
- Basic understanding of technical support centers
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
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