Tier I Support Representative
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Job Summary
Company Overview
At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.
Department Overview
Our Support team serves as the vital link between our technology ecosystem (Theatro) and our users. We are dedicated to resolving technical issues answering hardware and network questions and helping to provide exceptional user satisfaction so our customers can focus on what matters most.
Job Description
At Motorola Solutions everything starts with our people and we empower each and every Motorolan to do their best work to protect what matters most. As a Technical Support Representative you will work within our Customer Support organization providing crucial technical support services to help resolve user inquiries quickly and this role you will investigate and troubleshoot hardware software and networking issues over the phone or through wearable communication platforms.
You will act as an internal liaison to help ensure seamless issue resolution by collaborating with internal technology engineers Tier 3 support teams and developers. By accurately logging and tracking service requests through systems like Zendesk you will help to provide operational rhythm clarity and continuous communication across all support activities. Bachelors degree or equivalent practical experience is valued as you navigate complex situations and deliver solutions in a dynamic environment.
Key Responsibilities
Technical Troubleshooting & User Support
Investigate diagnose and resolve technical issues related to hardware operations software applications and Wi-Fi or networking infrastructure
Walk users through step-by-step troubleshooting processes over the phone and via wearable communicator devices to achieve rapid resolution
Log track and maintain comprehensive service request histories through the Zendesk support platform across the complete issue lifecycle
Cross-Functional Collaboration & Escalation
Collaborate and escalate complex technical challenges to Tier 3 service teams software developers and technology engineers
Serve as an internal liaison keeping lines of communication clear and flowing between internal engineering teams and external partners
Establish and refine internal support processes to help provide seamless end-to-end issue resolution
Operational Execution & Process Priority
Multi-task and set daily priorities effectively in a fast-paced high-performing operational environment
Translate complex technical terms and solutions into accessible language for both technical and non-technical stakeholders
Approach support challenges with initiative adaptability and an inclusive perspective to evaluate situations from multiple points of view
Basic Requirements
High School Diploma or equivalent
1 year of experience in a customer service position
Job Requirements
Technical Expertise
Networking Infrastructure to analyze and diagnose issues relating to networking hardware Wi-Fi connectivity and wearable communicator hardware or software applications
Support System Proficiency to document manage and analyze service request lifecycles using Zendesk or similar ticketing systems
Computer Skills to navigate MS Office Suite and specialized technical troubleshooting tools efficiently
Language Proficiency to demonstrate an excellent command of English and Spanish (verbal and written) to clearly explain technical solutions to diverse stakeholders
Professional Experience
Shift Availability & Adaptability to maintain reliable attendance and flexibility across 1st shift 2nd shift and weekend operational hours
Customer Support Operations to investigate technical inquiries drive workflow rhythm and deliver timely status updates
Cross-Functional Collaboration to partner across engineering developer and Tier 3 teams to help resolve escalated technical issues
Multitasking & Prioritization to execute tasks set priorities and adapt independently or as part of a team in a fast-paced environment
Preferred Qualifications (Optional)
Prior experience with hardware operations wearable tech devices or wireless communications support
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Travel Requirements
None
Relocation Provided
None
Position Type
New GradReferral Payment Plan
YesEEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.
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. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.
Required Experience:
Unclear Seniority
About Company
Motorola Solutions, Inc., incorporated on March 9, 1973, is a provider of communication infrastructure, devices, accessories, software and services. The Company operates through two segments: Products and Services. It serves global customer base spanning federal, state, county, provin ... View more
