Customer Support Specialist III

4 weeks ago


Schaumburg, Illinois, United States Motorola Solutions Full time

Job Description:

The Centralized Managed and Support Operations - Software Enterprise (CMSO-SE) organization at Motorola Solutions is seeking a highly skilled Customer Support Technician III to provide top-notch support experiences for mission-critical customers.

This role is part of the Flex VIP Support team, which handles complex customer cases and provides in-depth investigation and handling.

The ideal candidate will have a strong background in technical customer service, with experience in software support and a passion for delivering exceptional customer experiences.

Key Responsibilities:

  • Manage and work tickets cases entered by agencies assigned
  • Write and modify Knowledgebase Articles for distribution
  • Reproduce and confirm product defects and report them to Product Development
  • Manage relationships and collaboration with customers and the Flex Support Team
  • Maintain required product environments for the Technical Support organization
  • Provide after-hours coverage as part of an on-call rotation schedule
  • Occasionally travel to VIP customer sites to represent the Support Organization

Requirements:

  • Bachelor's Degree in Computer Science or equivalent industry experience
  • Minimum of 1 year working with the Flex Product
  • Knowledge of Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems
  • Validating, troubleshooting, and characterizing reported application issues
  • Web servers, Virtualization Software, and Network Services

Preferred Qualifications:

  • 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
  • Providing Live Phone support for public safety customers

What We Offer:

  • 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 and Family Leave

Equal Opportunity Employer:

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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