Back

Customer Support Technician III

Motorola Solutions

Money Icon
$28.85-31.25 /h
PAY RATE
Location Pin Icon
Westminster, CO
LOCATION

Job Description

As posted by the hiring company

Job Overview:

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.


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 many of the products in the CommandCentral line, and other SaaS applications, and integrated solutions. CommandCentral Technical Support Operations provides customer-facing and internal-stakeholder technical support for these applications.


Job Description

The Command Central Customer Support

Team is a close-knit group supporting each other as well as our customers. The Customer Support Technician is a crucial member of the team. They are one of the pillars that support the whole team. They are a mentor and teacher for the Technicians who are directly in front of the customer. They are the conduit that interfaces with development and the Product teams for support and representing the customer to those groups.

Primary Responsibilities:
  • Manage the relationships and collaboration with Support, Product Management, Engineering, and Business Analyst groups to troubleshoot reported incidents and system outages, identify root cause, communicate and document resolutions within an internal case tracking software
  • Create technical bulletins to serve as a job aid and expand the Knowledgebase and Training for the Customer Support Team
  • Ensure that all levels of Technical Support are informed and current of all product enhancements/ latest releases by working closely with the Product teams and sharing that information with the entire support organization
  • Provide an exceptional customer experience during calls, emails, chat, and customer escalations
  • Continuously learns new skills, technologies & products; keeping up with CommandCentral’s pace of innovation
  • Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed

Customer Support Competencies:
  • 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)
  • Excellent problem solving, troubleshooting, and customer service skills

Organizational Responsibilities Development:
  • Highly effective and efficient in managing workload
  • Ability to follow processes regarding operational structure
  • Conducts effective progress evaluations in a timely manner
  • Willingness and ability to communicate with other teams/departments in order to ensure customer satisfaction and system stability
  • Seeks and participates in development opportunities above and beyond training required by Motorola
  • Trains and/or mentors’ other innovators through both formal and informal training programs
  • Suggests areas for improvement in internal processes along with possible solutions
  • Works well as a single resource, and as a member of a team

Professional Qualities Leadership:
  • Pursues excellence in all aspects of business
  • Builds expert knowledge in the Mission Critical Software and Public Safety Solution Industry
  • Helps to identify new, creative ways to employ the team's knowledge and abilities on projects, both internal and external
  • Works both internally and w/ external teams to collaborate, problem solve and deliver the highest quality services to both internal and external customers
  • Continually seeks and capitalizes upon opportunities that will improve customer satisfaction and strengthen customer relationships

Preferred Skills:
  • 3+ years of Public Safety Applications experience involving Command Central applications
  • In depth knowledge of Windows Application and SQL Database Server environments
  • Ability to troubleshoot application system issues including hardware, networking and third-party components
  • Experience with MS SQL Server and Desktop Operating Systems (MCSA/MCSE Skills)
  • Extremely proficient in basic computer skills related to day-to-day operations (Email/Word Processing/Messenger Applications/Etc)
  • Ability to pass stringent background checks based on local and Federal fingerprint submissions
  • Basic understanding of Windows client and Server applications/concepts will be required
  • Ability to effectively perform in high urgency and high stress situations will be necessary
  • Applicants with Linux, HTML, ELK, SQL, networking, and/or Java experience will be prioritized for consideration
  • Experience in Public Safety or a Bachelor’s Degree in Computer Science / equivalent industry experience
  • 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
The projected pay range for this role will be: $60,000-$65,000

#LI-DB1


Basic Requirements

  • Must be able to obtain background clearance as required by government customer
  • Minimum of High School Diploma or GED
  • 2+ years’ experience working in customer support or tech support environment

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.


Travel Requirements

Under 10%


Relocation Provided

None


Position Type

Experienced


Referral Payment Plan

Yes

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits effective Day 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!


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.