Sr Analyst III Customer Operations, Flex Support at Motorola Solutions
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 OverviewThe 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.
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 or 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.
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.
- Minimum of a high school diploma and 2+ years in customer service experience
Referral Payment PlanYes
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.