Technical Support Specialist - HYBRID

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Centralized Managed and Support Operations (CMSO) is a group that delivers software solutions to the public safety sector. Our group is committed to providing the technology, knowledge, and tools that will allow our customers to focus on their mission‑critical goals and responsibilities. We provide support for groundbreaking products and solutions that enable public safety entities to respond more quickly and safely to emergent situations.

CMSO is a fast‑paced environment that seeks motivated and professional individuals willing to work towards our goals as an organization.

Join the Command Central 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 & 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. Being detail oriented and well organized is a must for tracking escalations.
• 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, and documentation of resolutions.
• Meet performance goals in alignment with the team's strategic objectives.
• Travel occasionally to VIP customer sites to represent the Support Organization.

• Knowledge of and/or basic skills in:
  Microsoft Windows Applications and Desktop Operating Systems (Active Directory).
• Knowledge of and/or basic skills in:
  Microsoft Windows Server environments.
• Knowledge of Google Workspace Suite.
• Basic understanding of Android and iOS operating systems.
• Prior SaaS support experience.
• Network and Infrastructure knowledge (CompTIA Network+ required).
• Excellent problem‑solving, validating, troubleshooting, and customer service skills.
• Ability to work…