Support Services Analyst (Level 2) at Motorola Solutions

Company OverviewAt Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future. Department OverviewThe Support Services Analyst (Level 2) ensures that all customer needs are promptly and professionally addressed by responding to customers requests problems questions and concerns in a timely and accurate manner while exercising the highest level of service and quality.The Support Services Analyst (Level 2) is also responsible for contributing to the analysis of customer problems and requirements the development of the solutions and workarounds and for testing and configuring Noggin software to implement those solutions on behalf of customers.Job DescriptionThis position will require providing coverage on Saturday and Sunday with rest days during the Monday to Friday timeframe.Responsibilities:Customer Support1.1 Provide accurate timely and professional support to the customers satisfaction using phone email portal forums and chat tools.1.2 Gather information about customer problems and needs and analyze to help determine the cause.1.3 Contribute to the knowledge about a customer to help with future support interactions.1.4 Promptly resolve issues and questions meeting SLA requirements.1.5 Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves.1.6 Produce reports of customer support and system usage as required.1.7 Act as the first point of escalation for the offshore team1.8 Assist the offshore team to answer their questions related to the system support processes and general best practicesProduct Knowledge2.1 Proactively advance product knowledge to an expert level including self-education and experimentation with new product features common tasks and problems and how these are applied or used within different solution settings.2.2 Assist with maintaining Noggins knowledge base by contributing content and insights into common questions and opportunities for improvement.2.3 Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features.Internal Collaboration & Support3.1 Be the customer advocate within Noggin and take responsibility for driving issue resolution and a shared understanding of the customer perspective.3.2 Coordinate and collaborate with Noggin staff (DevOps engineering etc.) to ensure SLA requirements are understood and met and to help achieve the best solution.3.3 Investigate issues document your findings and attempt to find a resolution before escalating to other teams.3.4 Add value to internally escalated support tickets to include replication steps links to relevant locations and a conversion from the Customers terminology into Noggin terminology.Qualifications & ExperiencesBachelors degree in business / commerce / information technology / computerscienceMinimum of 2 years experience in support services and analysisExperience in providing support to non-technical users of softwareExperience in software requirements or problem analysisExperience with modern service management practices and systemsTechnical CapabilitiesTechnically adept with support tools including communication and support desk software (ticketing self-service options and customer support features).Deep product knowledge including how it works how to resolve common problems how to configure it and how customers in different solution settings use it.Demonstrates a willingness to learn.Language RequirementsComplete fluency in English language both written and spoken is required.Spanish fluency written and spoken is preferred but is not required.Target Base Salary Range:$60000 USD - $73000 USDConsistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.Note: This position will require providing coverage on Saturday and Sunday with rest days during the Monday to Friday timeframe.#LI-MP2#LI-REMOTEBasic RequirementsBachelors degree with 2 years experience in support services and analysisLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsNoneRelocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesOur :Incentive Bonus PlansMedical Dental Visionbenefits401K with Company Match10 Paid HolidaysGenerousPaidTime Off PackagesEmployee Stock Purchase PlanPaidParental & Family Leaveand more!EEO StatementMotorola 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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.Were 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 complete thisReasonable Accommodations Formso we can assist you.Required Experience:IC Key Skills IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support Employment Type : Full-Time Experience: years Vacancy: 1