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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 OverviewThe 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 is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by January 4, 2022. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief.

If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made.

Travel Requirements
Relocation Provided
Position Type
Referral Payment PlanNo

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.