Customer Support Technician III (Hybrid)

Motorola Solutions is a global community focused on enhancing public safety through technology. They are seeking a Customer Support Technician III to provide high-quality support experiences for mission-critical customers, ensuring timely notifications and effective management of support tickets. This role requires flexibility to work various hours and involves responsibilities such as managing customer relationships and maintaining product environments.

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

Skills

• 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
• 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

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