ASG Support Technician Tier 1

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s 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.

DRN, a subsidiary of Motorola Solutions, is a pioneer in video analysis. We are a leading global provider of data and image analytics, specializing in vehicle location intelligence. Our platform leverages machine learning, artificial intelligence, and a massive network of mobile License Plate Reader (LPR) cameras to provide critical data to public safety and commercial sectors. By maintaining the world’s largest shareable database of vehicle location information, we help our customers shorten response times and improve the speed and accuracy of investigations.

This position may become Hybrid in the near future requiring 2 days a week in local office. As a Tier 1 Support Technician you will provide excellent customer service to new and existing customers by independently installing, and supporting software and hardware equipment. The Tier 1 Support Technician will take incoming calls from the support queue related to non-complex issues. Once the underlying problem is identified, the specialist will begin sorting through the possible solutions available.

Your objective is to ensure every client is happy with our services and that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics-based support position that interacts with our customers via phone and/or E-mail.

• Install the company’s proprietary software with remote access to customer systems.
• Provide courteous and knowledgeable support over the phone and via email.
• Ensure timely and accurate setup of all systems.
• Provide phone support during regular business hours and on-call availability during off hours.
• Monitor chat sessions to assist other team members.
• Follow the department process, procedures, and metrics.
• Maintain a log of customer issues, interactions, and steps taken to assist the caller in the department ticketing system.
• Train customers on use of systems including software, hardware and installation.
• Multi-task and have excellent time management skills.
• Understand the severity of an issue and escalated issues efficiently and appropriately.

Schedule is subject to business needs and availability. Monday – Friday – 7am to 3:30pm. The first few weeks of training will be virtual during the hours of 9am CST to 5pm CST.

Target Base Salary Range – $35,000 to $40,000 USD.

• High school diploma or equivalent.
• 2+ years of experience in customer service, call center or technical support.
• Legal authorization to work in the U.S. indefinitely.

• Under 10% travel.
• Relocation: provided none.

Experienced;
Referral;
Payment Plan – Yes.

• 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 and family leave.

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected characteristic.