Customer Support Technician I - Saas

Motorola Solutions Brentwood , TN 37024

Posted 2 months ago

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Motorola Solutions Software Enterprise is a group that delivers solutions to the public safety sector. The group is 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. PSA deploys and supports products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, as well as SaaS CommandCentral offerings. CommandCentral Technical Support Operations provides customer facing technical support for these applications.

The CommandCentral Technical Support Operations Team is comprised of a group of people supporting Motorola Solutions software and services to the public safety market. The CommandCentral Technical Support Agent is a front-line customer facing position which supports a portfolio of SaaS and premise software offered by Motorola Solutions.

Job Description

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.

Requirements:

  • 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

Preferred Experience, Education, and/or Training:

  • 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

Basic Requirements

  • 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

Travel Requirements

10-25%

Relocation Provided

None

Position Type

New Grad

Referral Payment Plan

Yes

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.

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Customer Support Technician I - Saas

Motorola Solutions