Job Description

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Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether its helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Motorola Solutions Software Enterprise is a group that delivers solutions to the public safety sector. The group is committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. TSO CommandCentral supports products such as CommandCentral Vault / Evidence, CommandCentral Analytics, CommandCentral Aware, other SaaS applications, and integrated solutions. CommandCentral Technical Support Operations provides customer-facing and internal-stakeholder technical support for these applications.

Job Description

The CommandCentral Technical Support Operations Team is comprised of a group of people supporting Motorola Solutions software and services to the public safety market. The CommandCentral Technical Support Agent is a front-line customer-facing position that supports and configures hardware and software used in customer implementations. Training new customers on the products while answering their questions.

Primary Responsibilities:

* Provide an exceptional customer experience during calls, emails, chat, and customer escalations
* Train new customers through answering questions and sharing knowledge articles.
* Prioritize between tasks including inbound calls, existing case management, live chat, email requests
* Maintain a strong understanding of CommandCentral Evidence products
* Troubleshoot CommandCentral software products over the phone and through remote sessions
* Concisely document software, hardware, and network information in a case management system
* Continuously learns new skills, technologies & products; keeping up with CommandCentrals pace of innovation
* Monitor application performance as applicable, take appropriate action when needed.
* Install, configure, and support Motorola Solutions & 3rd party software packages.
* Create and update technical documentation and training resources for customer consumption.

Requirements:

* Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
* Exceptional skills in problem solving & time management
* Able to provide timely updates and manage customer expectations
* A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
* Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
* Demonstrates a continuous learning mindset to digest the technical details of an ever-evolving product line
* This position is subject to working in high security areas governed by the US Department of Justice's Criminal Justice Information Services (CJIS) Security Policy and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Preferred Experience, Education, and/or Training:

* Experience in Public Safety or a Bachelors Degree in Computer Science / equivalent industry experience.
* Excellent verbal and written communication skills.
* SQL database management
* Knowledge of and/or basic skills in: Microsoft Windows, Linux Server, and Desktop Operating Systems (Active Directory); Validating, troubleshooting, and characterizing reported application issues; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing).
* Applicants with Linux, HTML, ELK, SQL, networking, and/or Java experience will be prioritized for consideration
* Excellent problem solving, troubleshooting, and customer service skills.
* Analytical, efficient, and thorough.
* Ability to remain calm and courteous under strain and an ability to navigate tense situations.
* Strong interpersonal skills
* Able to be self-motivated

Target Pay Range: $50,000-$56,000 annu

Basic Requirements

* Must be able to obtain background clearance as required by government customer.
* Minimum of High School Diploma or GED, IT related Associate's Degree or higher is preferred, but not required
* 2+ years experience working in customer support or tech support environment

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.