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Customer Support Technician II at Motorola

Posted in Other 30+ days ago.

Location: West Valley City, Utah





Job Description:



If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

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 Overview

The 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 Description

The Customer Support Technician II will be responsible but not limited to the following:


  • The primary responsibility of the Customer Support Technician II provide remote technical support to customers

  • Ensuring customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs

  • The technician will 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

  • 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. customer

Specific Knowledge and Skills


  • 3+ years customer service/support experience

  • 2+ years experience within Flex software

  • 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



Basic Requirements


  • 3+ years customer service/support experience

  • High School Degree or equivalent

  • Must be able to obtain background clearance as required by government customer



Travel Requirements

None



Relocation Provided

None



Position Type

Experienced



Referral Payment Plan

Yes

Our U.S.Benefitsinclude:


  • Incentive Bonus Plans

  • Medical, Dental, VisionbenefitseffectiveDay 1

  • 401K with Company Match and Day 1 vesting

  • 9 Paid Holidays

  • GenerousPaidTime Off Packages

  • Employee Stock Purchase Plan

  • PaidParental & 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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