[Remote] Support Services Analyst (Level 2)

Note: The job is a remote job and is open to candidates in USA. Motorola Solutions is a global community focused on enhancing public safety through innovative technologies. They are seeking a Support Services Analyst (Level 2) to ensure customer needs are met by providing professional support and contributing to the analysis and resolution of customer problems. This role involves collaborating with internal teams and maintaining product knowledge to advocate for customers effectively.

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

Skills

• 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. Employer work permit sponsorship is not available for this position
• Spanish fluency, written and spoken, is preferred but is not required

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• And more!

Company Overview

• Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers. It was founded in 1928, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is http://www.motorolasolutions.com.

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