Customer Support Technician II

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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 doesn’t 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 Customer Support Technician II will be joining a team of entry level to senior level Customer Support Technicians serving all relevant accounts, for our WAVE/WAVE On Cloud solutions. This role will be providing remote support to our customers for diverse markets for our Global Customer base, including , public safety, mission-critical infrastructure and commercial business around the Globe. You will be a catalyst for delivering high quality and timely support to customers. In addition, you will be collaborating with peers including development, engineering and product teams to drive product improvements based on partner and customer feedback. You must be able to come up to speed rapidly on our technology and products. We are looking for a high-energy, forward-thinking person who has verifiable skills in technology and a proven ability to communicate sophisticated technical concepts to a wide range of audiences.
This position will support our customers Monday through Friday, 10am to 7pm. Candidate must be flexible to work any shift depending on Business needs.
Job Description

Scope of Responsibilities/Expectations:

As a Customer Support Technician you will perform technical and administrative tasks that will help drive day to day operations.

The following will be the core responsibilities of the Customer Support Technician II.

Systems Administration:

  • Responsible for providing technical support.
  • Responsible for logging and resolving of incidents ensuring that Service Level Agreements are met.
  • Escalating any incidents that cannot be resolved within specified time frames or knowledge capabilities.
  • Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral accordingly.
  • Take Technical Ownership of Major Incidents by – identifying, communicating and utilizing appropriate resources to resolve the issue.
  • Ensure operations meet support and performance metric requirements.
  • Monitor all outages/issues through the return to normal services.
  • Build strong and effective working relationships with Engineering and Management organizations.

Customer Support:

  • Respond to customer incidents in a timely fashion and in compliance with implemented standards.
  • Acting as the first point of contact for any issues.
  • Develop good customer relationships through excellent customer service skills.

Other Support:

  • Comply with Motorola Quality and Security policies and practices.
  • Be familiar with all policies and services.
  • Responsible to update and maintain data integrity of various database systems used.
  • Keep up to date knowledge of all systems and applications used to perform day to day tasks.
  • Work closely with all other relevant teams to maximize all opportunities, make a significant contribution by supporting new processes and new technologies.
  • Process focused, provides input to help improve/build processes.
  • Must be able to effectively coordinate and multi-task across various groups and functional teams both inside and outside of the business.
  • Provide guidance and support for continual improvements.
  • Ensuring all given tasks are performed based on ITIL processes and procedures.
  • Actively participated in all training provided.
  • Ability to perform tasks with minimal supervision.

Basic Requirements
  • 2+ years of customer support experience preferably in a technical support environment.
  • Remote phone support environment.
  • Foundational knowledge of ITIL is a plus.
  • Good communications skills (verbal, written and presentation)
  • Strong analytical, problem solving and investigative skills.
  • Attention to detail.
  • Ability to work unsupervised.
  • Good time management skills.
  • Ability to set priorities and meet deadlines.
  • Aptitude to manage multiple tasks concurrently.
  • Technical Literacy.
  • Technical knowledge in networking, Windows and Windows Server.
  • Networking certification is a plus.

Associates Degree in Computer Science is desirable.

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.


Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan
No

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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • AWS (Amazon Web Services)Languages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

What are Motorola Solutions Perks + Benefits

Motorola Solutions Benefits Overview

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!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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