Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- Technical Support Specialist supporting Motorola Solutions software for public safety market. Resolving customer issues, collaborating with internal teams, and ensuring positive client interactions.
Responsibilities
- Provide in-depth investigation and resolution of customer cases related to software and services
- Cover a phone queue & email queue for customer requests
- Collaborate closely with ecosystem teams to optimize processes
- Partner with teams to prioritize fixes and new releases
- Ensure documentation of potential FAQs and tips
- Cultivate and maintain strong relationships with key customer contacts
- Monitor and manage cases, accepting coaching when needed
- Participate in knowledge article creation and utilization
- Attend customer meetings for issue resolution
- On-call rotation for after-hours system outages
Requirements
- High school diploma or equivalent
- 3+ years of experience in Technical customer support
- Must be able to obtain background clearance as required by government customer
- Legal authorization to work in the U.S. indefinitely is 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
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