Technical Support Specialist - Hybrid

Technical Support Specialist

Join the CommandCentral Support team and play a vital role in supporting Motorola Solutions software and services for the public safety market. As a Technical Support Specialist, you will provide in-depth investigation and resolution of customer cases related to our real-time operations and situational awareness ecosystem solutions, ensuring a positive and efficient customer experience. You will be a key point of contact for our customers, providing real-time operational support and collaborating with internal teams to optimize processes and deliver timely solutions.

The Technical Support Specialist will:

• Cover a phone queue and email queue coverage for incoming customer requests with assisting in real-time operational support for public safety end users.
• Collaborate closely with additional ecosystem teams to optimize processes, aiming to resolve the maximum number of customer issues on first contact.
• Partner with systems engineering and product management to prioritize fixes and new releases, ensuring timely and effective solutions.
• Ensure documentation of potential FAQ's, How To's, Tips and Tricks for new feature/product rollouts, minimizing disruptions and maximizing customer satisfaction.
• Ensure the team is informed and current on all product defects/ enhancements/ latest releases by working closely with the product teams and sharing that information with the entire support organization.
• Cultivate and maintain strong relationships with key customer contacts, ensuring a high level of customer service and satisfaction.
• Attend daily/weekly internal meetings to review and address operational challenges, and to identify and implement process improvements.
• Attend customer meetings as needed to coordinate issue resolution and escalation efforts.
• Uphold Motorola Solutions' professional standards; represent the company in a positive and professional manner.
• Monitor and manage your own cases, accepting coaching and support when needed to ensure prompt resolution or escalation.
• Participate in knowledge article creation and utilization, fostering a culture of knowledge sharing and continuous improvement.
• On-call rotation after-hours for system outages. Evaluating customer impact, assisting in root cause analysis, communication,...

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.