Customer Support Technician V (US Remote)

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 offerings
Job DescriptionResponsibilities of the Customer Support Technician include, but are not limited to, the following:

• Provide remote technical support to customers
• Ensure customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs
• 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:

• High School Diploma or equivalent
• 2+ years of customer service/support experience
• 1+ years of coding/computer programming experience
• Experience within Flex software strongly recommended
• 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. customers.

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Basic Requirements

• High School Diploma or equivalent
• Must have 1+ years of Flex Software experience
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].