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.