Customer Support Technician III

By | October 6, 2022

Job Responsibilities : Customer Support Technician III

Salary : $58900 per year

Company : Motorola Solutions

Location : Remote US

Educational requirements : Associate Degree

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 doesnt 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.

Department Overview The Centralized Managed and Support Operations Software Enterprise CMSOSE organization provides high quality support experiences for mission critical customers so they can accomplish their mission. The CMSOSE organizations Flex Back Office Support team provides indepth investigation and handling of more complex cases. It focuses on this and partnering with engineering for resolution of cases as well as improved knowledge sharing capacity for the Flex organization.

Job Description

The Support team is comprised of a group of individuals supporting Motorola Solutions software and services to the Public Safety market. The BackOffice 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 247 requiring the flexibility to work all hours as needed

Primary Responsibilities

Manage and work tickets escalated from the Front Office customer service technicians in relation to reports

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 development on bugs and fixes.

Maintaining required product environments for the entire Technical Support organization.

Provide afterhours coverage as part of an oncall rotation schedule for SLA support as needed.

Preferred Experience Education andor Training

Bachelors Degree in Computer Science or equivalent industry experience.

Minimum of 1 year working with the Flex Product.

Knowledge of andor 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; andor 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.

Familiarity with Windows and Linux operating systems basic networking and related hardware


Basic Requirements

Associates Degree or 12 years of formal technical courses in a technicalrelated field.

243; years of experience in customer support.

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally certain local governments or Motorola Solutions39; customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan No

Our U.S.Benefitsinclude

Incentive Bonus Plans

Medical Dental VisionbenefitseffectiveDay 1

401K with Company Match and Day 1 vesting

9 Paid Holidays

GenerousPaidTime Off Packages

Employee Stock Purchase Plan

PaidParental & 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 veteran39;s status or any other protected characteristic.

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