Support Services Analyst; Level 2

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
The Support Services Analyst (Level
2) ensures that all customer needs are promptly and professionally addressed by responding to customers’ requests, problems, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality.

The Support Services Analyst (Level
2) is also responsible for contributing to the analysis of customer problems and requirements, the development of the solutions and workarounds, and for testing and configuring Noggin software to implement those solutions on behalf of customers.

This position will require providing coverage on Saturday and Sunday, with rest days during the Monday to Friday timeframe.

Job Description

• 1.1 Provide accurate, timely and professional support to the customer’s satisfaction using phone, email, portal, forums, and chat tools.

• 1.2 Gather information about customer problems and needs and analyze to help determine the cause.

• 1.3 Contribute to the knowledge about a customer to help with future support interactions.

• 1.4 Promptly resolve issues and questions meeting SLA requirements.

• 1.5 Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves.

• 1.6 Produce reports of customer support and system usage as required.

• 1.7 Act as the first point of escalation for the offshore team

• 1.8 Assist the offshore team to answer their questions related to the system, support processes and general best practices

• 2.1 Proactively advance product knowledge to an expert level including self-education and experimentation with new product features, common tasks, and problems, and how these are applied or used within different solution settings.

• 2.2 Assist with maintaining Noggin’s knowledge base by contributing content and insights into common questions, and opportunities for improvement.

• 2.3 Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features.

• 3.1 Be the customer advocate within Noggin and take responsibility for driving issue resolution and a shared understanding of the customer perspective.

• 3.2 Coordinate and collaborate with Noggin staff (Dev Ops, engineering etc.) to ensure SLA requirements are understood and met, and to help achieve the best solution.

• 3.3 Investigate issues, document your findings, and attempt to find a resolution before escalating to other teams.

• 3.4 Add value to internally escalated support tickets to include replication steps, links to relevant locations, and a conversion from the Customer’s terminology into Noggin terminology.

Basic Requirements

Qualifications & Experiences

The pre-requisite qualifications and experiences necessary for success in this job are:

• Bachelor’s degree in business / commerce / information technology / computer

• science, or equivalent qualifications or experience

• Minimum of 2 years’ experience in support services and analysis

• Experience in providing support to non-technical users of software

• Experience in software requirements or problem analysis

• Experience with modern service management practices and systems

Technical Capabilities

• Technically adept…