Customer Support Technician Iii (Remote)

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 & 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 Overview

The 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 Back Office Support team provides in-depth 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 Back-Office 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 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 after-hours coverage as part of an on-call rotation schedule for SLA support as needed.

Preferred Experience, Education, and/or Training:

• 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.

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

Basic Requirements

• High School diploma or equivalent
• 2+ years of experience in Technical Support
• Must be able to obtain background clearance as required by government customers
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• 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.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.