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Motorola Solutions · 4 days ago

Technical Support Specialist - HYBRID

Westminster, CO

Full-time

Hybrid

Mid Level

$65K/yr - $70K/yr

3+ years exp

Motorola Solutions is a global community focused on enhancing public safety through innovative technologies. The Technical Support Specialist will provide essential support for software and services in the public safety sector, ensuring effective customer experiences and operational efficiency.

Cyber SecurityTelecommunicationsVideo

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Cover a phone queue & email queue coverage for incoming customer requests with assisting in real-time operational support for public safety end users

Collaborate closely with additional ecosystem teams to optimize processes, aiming to resolve the maximum number of customer issues on first contact

Partner with systems engineering and product management to prioritize fixes and new releases, ensuring timely and effective solutions. Being detail oriented and well organized is a must for tracking escalations

Ensure documentation of potential FAQ’s, How To’s, Tips and Tricks for new feature/product rollouts, minimizing disruptions and maximizing customer satisfaction

Ensure the team is informed and current on all product defects/ enhancements/ latest releases by working closely with the product teams and sharing that information with the entire support organization

Cultivate and maintain strong relationships with key customer contacts, ensuring a high level of customer service and satisfaction

Attend daily/weekly internal meetings to review and address operational challenges, and to identify and implement process improvements

Attend customer meetings as needed to coordinate issue resolution and escalation efforts

Uphold Motorola Solutions' professional standards; represent the company in a positive and professional manner

Monitor and manage your own cases, accepting coaching and support when needed to ensure prompt resolution or escalation

Participate in knowledge article creation and utilization, fostering a culture of knowledge sharing and continuous improvement

On-call rotation after-hours for system outages. Evaluating customer impact, assisting in root cause analysis, communication, and documentation of resolutions

Meet performance goals in alignment with the team's strategic objectives

Travel occasionally to VIP customer sites to represent the Support Organization

Qualification

Technical customer supportNetworkInfrastructureMicrosoft Windows ApplicationsMicrosoft Windows ServerGoogle Workspace SuiteSaaS support experienceCustomer service skillsAndroidIOS knowledgeProblem-solving skills