Support Services Analyst (Level 2)

Motorola Solutions•Chicago, IL

5h•$60,000 - $73,000

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. Department Overview The 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 Description This position will require providing coverage on Saturday and Sunday, with rest days during the Monday to Friday timeframe.

Requirements

Bachelor’s degree in business / commerce / information technology / computer science
Minimum of 2 years’ experience in support services and analysis
Experience in providing support to non-technical users of software
Experience in software requirements or problem analysis
Experience with modern service management practices and systems
Technically 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.
Complete fluency in English language, both written and spoken is required.
Legal authorization to work in the U.S. indefinitely is required.
Basic Requirements Bachelors degree with 2+ years experience in support services and analysis
Employer work permit sponsorship is not available for this position.

Nice To Haves

Spanish fluency, written and spoken, is preferred but is not required.

Responsibilities

Provide accurate, timely and professional support to the customer’s satisfaction using phone, email, portal, forums, and chat tools.
Gather information about customer problems and needs and analyze to help determine the cause.
Contribute to the knowledge about a customer to help with future support interactions.
Promptly resolve issues and questions meeting SLA requirements.
Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves.
Produce reports of customer support and system usage as required.
Act as the first point of escalation for the offshore team
Assist the offshore team to answer their questions related to the system, support processes and general best practices
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.
Assist with maintaining Noggin’s knowledge base by contributing content and insights into common questions, and opportunities for improvement.
Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features.
Be the customer advocate within Noggin and take responsibility for driving issue resolution and a shared understanding of the customer perspective.
Coordinate and collaborate with Noggin staff (DevOps, engineering etc.) to ensure SLA requirements are understood and met, and to help achieve the best solution.
Investigate issues, document your findings, and attempt to find a resolution before escalating to other teams.
Add value to internally escalated support tickets to include replication steps, links to relevant locations, and a conversion from the Customer’s terminology into Noggin terminology.