Motorola Solutions
We help people be their best in the moments that matter.
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Customer Support Technician I - SaaS at Motorola Solutions (Remote)

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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 OverviewMotorola 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

This role will pay $50,000 to $55,000 per year.

#LI-DB1 


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

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
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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Technology we use

  • Engineering
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What are Motorola Solutions Perks + Benefits

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 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
Onsite Gym
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
Child Care 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
Generous PTO
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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