Customer Support Technician I - Motorola
Charleston, WV
About the Job
Company Overview
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 OverviewThe Software Enterprise Deployment and Integration team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offeringsJob Description
The Customer Support Technician II will be responsible but not limited to the following:
The primary responsibility of the Customer Support Technician II provide remote technical support to customers
Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs
The technician will work with other technicians and internal MSI teams to provide exceptional customer service and technical support, as well as troubleshoot and resolve issues with the customer
Specific Knowledge and Skills
3+ years technical customer support experience
2+ years experience within Flex software
Strong working knowledge of the Support tools and processes
Strong command of communication skills, both oral and written
Exhibit strong ownership and follow through; own the customer's issue and drive the resolution to ensure the customer is satisfied with the end result
Exceptional interpersonal skills required
Strong determination in the face of challenges
Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
Proficient computer skills with emphasis on windows based applications
Customer focused; detail orientated individual
Ability to maintain a positive attitude in a high stress/at times confrontational situations
Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
Confident individual who is willing to assume responsibility
Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
Adaptive and flexible individual who is willing to learn and make recommendations for improvements
Ability to work and make decisions with minimal supervision
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. customer.
#LI-DB1
#LI-RemoteBasic Requirements
3+ years technical customer support experience
High... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
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 OverviewThe Software Enterprise Deployment and Integration team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offeringsJob Description
The Customer Support Technician II will be responsible but not limited to the following:
The primary responsibility of the Customer Support Technician II provide remote technical support to customers
Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs
The technician will work with other technicians and internal MSI teams to provide exceptional customer service and technical support, as well as troubleshoot and resolve issues with the customer
Specific Knowledge and Skills
3+ years technical customer support experience
2+ years experience within Flex software
Strong working knowledge of the Support tools and processes
Strong command of communication skills, both oral and written
Exhibit strong ownership and follow through; own the customer's issue and drive the resolution to ensure the customer is satisfied with the end result
Exceptional interpersonal skills required
Strong determination in the face of challenges
Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
Proficient computer skills with emphasis on windows based applications
Customer focused; detail orientated individual
Ability to maintain a positive attitude in a high stress/at times confrontational situations
Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
Confident individual who is willing to assume responsibility
Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
Adaptive and flexible individual who is willing to learn and make recommendations for improvements
Ability to work and make decisions with minimal supervision
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. customer.
#LI-DB1
#LI-RemoteBasic Requirements
3+ years technical customer support experience
High... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
Source : Motorola