Technical Support Operation Representative

Motorola Solutions•Schaumburg, IL

2d•Hybrid

About The Position

The Technical Support Operation (TSO) department supports a global customer base for advanced digital communications systems. These systems are the go-to technology for customers around the world who need clear, instant, and reliable communications. MOTOTRBO offers a portfolio of digital radios, infrastructure, and applications that enables voice and data communications allowing our customers to instantly communicate, facilitate decision-making and provide seamless coordination in even the harshest of environments. The TSO Product Support SR I position provides first and second-line support to our mission and business-critical customers. The role is highly varied with the main emphasis on the resolution of service requests in terms of incident resolution, problem root causing and technical request fulfillment in the most timely manner possible. In order to achieve this, you act as the primary interface to communicate with customers, Motorola Solutions field teams, and development engineering. The role is mainly office based; however, travel to customer sites may be required in order to expedite service.

Requirements

High School Diploma or equivalent
2+ years of Technical Support Experience

Nice To Haves

IP networking knowledge
Technical expertise in areas such as Radio Communication Systems (Trunking/Conventional), VoIP, or various operating systems (Windows/Linux)
Industry certifications (e.g., ITIL, A+, or Network+)
CRM experience (ServiceNow)

Responsibilities

Own the customer experience by managing technical support tickets from initial contact to resolution, ensuring all expectations and service standards are met.
Provide expert troubleshooting via phone and email, utilizing technical equipment to reproduce system configurations and resolve complex issues.
Collaborate across departments as a primary liaison, communicating effectively in written and spoken English to bridge the gap between customers and internal teams.
Apply analytical thinking and IP networking knowledge to diagnose problems in a fast-paced, customer-facing technical environment.
Maintain flexible availability to support our regional partners during shifts of 9:30 AM – 6:00 PM or 10:30 AM – 7:00 PM CST, Monday through Friday.
Leverage technical expertise in areas such as Radio Communication Systems (Trunking/Conventional), VoIP, or various operating systems (Windows/Linux) to enhance support delivery.
Utilize industry certifications (e.g., ITIL, A+, or Network+) and CRM experience (ServiceNow) to streamline operations and maintain best practices.