Support Analyst Level 2; US Remote Job Washington District of Columbia USA,IT/Tech

Position: Support Analyst Level 2 (US Remote)
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.

Department

Overview

Noggin, a Motorola Solutions company, is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.

Job Description

The Support Services Analyst (Level
2) ensures that all customer needs are addressed promptly, professionally, and accurately. You will serve as a key point of contact for resolving complex requests, problems, and inquiries while delivering exceptional service quality. Additionally, this role contributes to problem and requirements analysis, solution development, workaround documentation, and the configuration of Noggin software to implement solutions on behalf of clients.

Key Responsibilities

Customer Support

Delivering Quality Support:
Provide accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools to ensure high customer satisfaction.
Problem Analysis:
Gather and analyze information regarding customer issues and requirements to determine root causes efficiently.
Knowledge Contribution:
Document customer insights and recurring scenarios to streamline future support interactions.
SLA Compliance:
Promptly resolve issues and answer questions in strict adherence to Service Level Agreements (SLAs).
Quality Assurance:
Confirm that technical workarounds and resolutions are fully satisfactory before requesting final customer confirmation.
Reporting:
Produce regular reports on customer support metrics and system usage as required.
Escalation Support:
Act as the primary point of escalation and mentor for the offshore support team, answering questions related to systems, support processes, and best practices.

Product Knowledge & Continuous Improvement Expertise Development

Proactively advance product knowledge through self-education, experimentation with new features, and exploring common use cases across different solution settings.
Knowledge Base Maintenance:
Contribute content, troubleshooting tips, and improvement insights to Noggin’s internal knowledge base.
Product

Roadmap:

Share feature requests and functionality gaps with internal teams to help shape the product roadmap and drive high-value enhancements.

Internal Collaboration & Advocacy Customer Advocacy

Act as the voice of the customer within Noggin, driving issue resolution and fostering a shared understanding of the user perspective.
Cross-Functional Collaboration:

Coordinate with internal teams (such as Dev Ops and Engineering) to ensure SLA requirements are met and optimal solutions are achieved.
Pre-Escalation Investigation:
Thoroughly investigate issues, document findings, and attempt resolution before escalating to other teams.
Ticket Enrichment:
Enhance internally escalated support tickets with clear replication steps, relevant links, and translations from customer terminology into standard Noggin terminology.

Requirements Qualifications & Experience

Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent…