Vesta Customer Support Manager (TX Remote)

Motorola Solutions•Oklahoma City, TX

1d•$80,000 - $90,000•Remote

About The Position

The Vesta Customer Service Manager (CSM) position resides in the Command Central Software Deployment and Support Services Organization within Global Services. This role is responsible for the day-to-day management of the Vesta 911 call handling customer services contracts and services relationships. The Vesta Customer Service Manager ensures we are meeting our contractual obligations and drives the appropriate resources to solve complex issues. The Support Services organization is dedicated to the long-term success of our customers through enhanced customer relationships, onsite technical expertise, and ongoing professional services. The Vesta Customer Support Manager reports to the Command Center Software Support Services Regional Services Manager

Requirements

3+ years of experience working in a Customer Service/Customer Support environment preferred.
Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1 preferred.
Understanding of ServiceNow ticketing tools
Understanding of the Google software suite
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
Exhibit strong ownership and follow through; own the customer’s issue and drive resolution to ensure the customer is satisfied with the end result
Exceptional interpersonal skills required
Strong determination in the face of challenges. Our customers count on dependable, reliable support
Strong verbal and written communication skills
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 exceeds at responsibility and accountability
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
High School diploma, Bachelor's Degree, OR 3+ years of experience in one of the following: Technical Customer Support, 911 Centers, or Public Safety required.
Must be able to obtain a background clearance as required by our government customers.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Responsibilities

Work in collaboration with Sales, Product, Engineering, Deployment, and CMSO Support teams throughout the customer engagement.
Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
Exercise judgment in selection methods and techniques for obtaining solutions.
Ensure best practices are being adhered to within the customer's environment.
Deliver consistent service levels by exceeding customer expectations and managing customer escalations.
Facilitate life-cycle management of upgrades, technical service bulletins and system changes.
Maintain awareness of all complex service matters including technical solutions implementations and activities.
Report on technical performance, and providing reviews of relevant service requests open within a customer's environment
Ability to explain technical problems and solutions to internal stakeholders and customers
Ensure effective coordination and support between account teams and supporting technical resources.
Build value-added relationships within the domain of the account to become the trusted technical advisor to the customer.
Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations