Customer Support Technician I - SaaS

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Responsibilities of the Customer Support Technician include but are not limited to:

• Provide an exceptional customer experience during support calls, emails, chat, and customer escalations
• Validate, troubleshoot, and characterize reported application issues over the phone and through remote sessions
• Answer calls for service in a quick and efficient manner.
• Answer customer questions on application usage and administration.
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests
• Become proficient on the front-end of all CommandCentral Applications
• Continuously learns new skills, technologies & products; keeping up with CommandCentral’s pace of innovation
• Provide all necessary information in an intelligible, formatted way for Tier 2
• Concisely document software, hardware, and network information in a case management system
• Monitor application performance as applicable, take appropriate action when needed.
• Install, configure, and support Motorola Solutions software and required 3rd party software packages.
• Create and update technical documentation.

• Minimum of High School Diploma or GED, IT related Associate's Degree or higher is preferred, but not required
• 2+ years of experience working in customer support or tech support environment
• Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
• Applicants with Linux, HTML, ELK, SQL, networking, and/or Java experience will be prioritized for consideration
• Exceptional skills in problem solving & time management
• Able to provide timely updates and manage customer expectations
• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
• Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
• Demonstrates a continuous learning mindset to digest the technical details of an ever-evolving product line
• 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 background check administered by Motorola Solutions Inc. customers

• Experience in Public Safety or a Bachelor’s Degree in Computer Science / equivalent industry experience.
• Excellent verbal and written communication skills.
• Knowledge of and/or basic skills in: Microsoft Windows, Linux Server, and Desktop Operating Systems (Active Directory); Validating, troubleshooting, and characterizing reported application issues; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing).
• Excellent problem solving, troubleshooting, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under strain and an ability to navigate tense situations.
• Strong interpersonal skills
• Able to be self-motivated

This role will pay $50,000 to $55,000 per year.

#LI-DB1

• Must be able to obtain background clearance as required by government customer
• High School Diploma or GED
• 2+ years of experience working in customer support or tech support environment

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.