Motorola Solutions

Motorola Solutions

Technical Support Specialist - Tier II, Eclipse Analytics

Texas Remote Work, More.. · Mid

No sponsorship$75k-$85kDetected 5 days ago
DatadogData AnalysisCustomer SupportZendeskCommunicationCollaborationProblem Solving

About the role

  • Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.
  • Target Base Salary Range: $75,000 - $85,000 USD C onsistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity.

Responsibilities

  • Develop in-depth knowledge of all RapidDeploy product offerings, staying on top of new functionality and versions as they are released to effectively and efficiently resolve all support tickets timely and with customer satisfaction.
  • Investigate operational issues using tools such as Application Insights, Datadog and FullStory to drive issues toward timely resolution.
  • Proactively work with the members of the Support organization to achieve and maintain established SLA and KPI metrics to support operational success.
  • Participate in cross-team meetings that occur during your shift, to collaborate on reported issues and drive priority.
  • We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.

Requirements

  • 4+ years of experience within a Technical Support organization.
  • Demonstrated ability to provide exceptional customer care, both internal and external.
  • Proven ability to appropriately prioritize, communicate and escalate software issues.
  • Experience working in an on-call status (evening, weekends, holidays, etc.).
  • Strong interpersonal skills with an ability to work across teams, both in person and virtual environments to achieve business objectives.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
  • Must be able to obtain background clearance as required by government customer.
  • Experience adhering to established Support KPI and critical Technical Support SLA's (CSAT, Time to Resolution (TTR), First Response, etc.).
  • Solid Understanding of Cloud Software-as-a-Service (SaaS) offerings, enterprise software, data analytics.
  • Hands-on technical skills with the inquisitiveness to learn products, work with them, and provide recommendations to drive continuous improvement based on user value.
  • Experience using tools such as Datadog and Application Insights, or similar, to troubleshoot technical support issues.
  • Demonstrate strong analytical and problem-solving skills.
  • Ability to communicate effectively across the experience/management spectrum, translate between technical and non‐technical teams, and empathetically communicate customers' pain points to various other internal teams.
  • Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact.
  • Ability to work independently, yet collaboratively, in a cross-functional company, supportive of diversity, equity, and inclusion among internal and external stakeholders.

Nice to have

  • If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.
  • Public Safety experience a plus.

Skills

  • Company Overview
  • Department Overview
  • Focusing on the RapidDeploy product line, a leading cloud-native platform for public safety.
  • Ultimately, our products improve outcomes and save lives.

Compensation

  • $75,000 - $85,000 USD
  • C onsistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity.
  • Pay within this range varies and depends on job-related knowledge, skills, and experien ce.
  • Incentive Bonus Plans

Benefits

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • Participate in weekend and holiday on-call rotation schedules as required.
  • Contribute to the vision and mission of RapidDeploy by helping and performing other tasks as assigned, as the Company is fast-growing, competitive and in a dynamic market environment.

Company info

  • Provide day-to-day support to our customers using Zendesk Product Suite to answer and resolve customer inquiries within the scheduled shift or by reporting and transitioning the issue to the next scheduled shift so that the issue/problem is resolved time ly.

Equal opportunity

  • Motorola Solutions is an Equal Opportunity Employer.
  • To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

Visa & Work Authorization

  • Employer work permit sponsorship is not available for this position.
Apply directly at Motorola Solutions →Create a free account for alerts like thisView Motorola Solutions immigration profile

This listing is sourced directly from Motorola Solutions's careers page and normalized into a canonical job model.