Customer Support Technician III (Hybrid)

Motorola Solutions•West Valley, UT

4d•$70,000 - $75,000•Hybrid

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re 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 that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. The Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization provides high quality support experiences for mission critical customers so they can accomplish their mission. The CMSO-SE organization's Flex VIP Support team provides in-depth investigation and handling of more complex customers. The Support team is a group of individuals supporting Motorola Solutions software and services to the Public Safety market. The Back-Office Customer Service Technician works on all aspects of our software in Support of our customers. The Customer Support Technician will strive to maintain the highest level of service for all customers; ensuring the appropriate and timely notification of network and maintenance statuses. This position Supports our customers 24/7, requiring the flexibility to work all hours as needed.

Requirements

High School Diploma or equivalency
Minimum of 1+ years of Flex Software experience
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Bachelor’s Degree in Computer Science or equivalent industry experience.
Minimum of 1 year working with the Flex Product.
Knowledge of and/or basic skills in: Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory); Validating, troubleshooting, and characterizing reported application issues; Web servers; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing).
Prior experience in: Installing, configuring, and supporting Motorola Solutions software; answering customer questions on application usage and administration; creating and updating technical documentation; logging information into internal case tracking systems; and/or providing Live Phone support for public safety customers; installing and configuring required 3rd party software packages; providing feedback to individual contributors
Excellent problem solving, troubleshooting, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations.
Possesses strong customer relation & interpersonal skills.
Excellent verbal and written communication skills.
Basic understanding of technical support centers.
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. customers

Responsibilities

Manage and work tickets cases entered by agencies assigned
Write and modify Knowledgebase Articles for distribution
Working under minimal supervision, be responsible for reproducing / confirming product defects and reporting such defects to Product Development for permanent resolution
Manage the relationship and collaboration with customers and Flex Support Team
Maintaining required product environments for the entire Technical Support organization.
Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed.