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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 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/WoC solutions. This role will be providing remote support to our customers for diverse markets including military, public safety, mission-critical infrastructure and commercial business in Latin America, Canada and North America. 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 supports 24/7/365 Operations, requiring the flexibility to work across all shifts as required.
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.
• Operates 24 x 7; this includes shift work and weekends.
• Shift hours: 10am to 7pm (CST)
• This position is for the weekend shift

Basic Requirements

Requirements:

• Associate Degree in Computer or Systems Technician
• 1+ 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 in English and
• Spanish)
• 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.

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes