Support Services Analyst (Level 2)

Motorola Solutions Systems Polska; Polska; Hybrid; PLN 60,000 - 100,000; Full time

Job summary

Noggin, a Motorola Solutions company, seeks a Level 2 Support Services Analyst in Poland to address complex customer requests promptly and professionally. You will contribute to problem analysis, solution development, and Noggin configuration for clients, ensuring quality service.

You will work with modern service management practices, document insights, and maintain high SLA adherence in a dynamic cloud-enabled environment. Start ASAP and join a global leader in resilience management technology.

Qualifications

• Minimum of 1 year of professional experience in software application support.
• Experience in providing support to non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Preferred: Experience with AI tools or concepts.
• Preferred: Experience with software integrations including APIs and JSON data.
• Preferred: Familiarity with cloud platforms such as AWS and Azure.

Responsibilities

• Start ASAP: Serve as a key contact for resolving complex requests, problems, and inquiries.
• Deliver accurate, timely, and professional assistance via multiple channels to ensure high customer satisfaction.
• Contribute to problem and requirements analysis, solution development, and configuration of Noggin software for clients.

Skills

English (B2)

Software support

Requirements analysis

Service management

AI tools

APIs & JSON

AWS/Azure

Ticketing systems

Communication

Continuous learning

Tools

AWS

Azure

Job description

• Angielski (B2)

Requirements Qualifications & Experience

• Minimum of 1 year of professional experience in software application support.
• Experience in providing support to non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Preferred: Experience with Artificial Intelligence (AI) tools or concepts.
• Preferred: Experience with software integrations including exposure to APIs and working with JSON data
• Preferred: Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure

Technical Capabilities

• Highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
• Deep product knowledge, including system mechanics, common troubleshooting workflows, configuration principles, and diverse solution settings.
• Strong aptitude and enthusiasm for continuous learning.
• 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.

Opis oferty

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.

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.

• Start ASAP

Motorola Solutions is a global leader in public safety and enterprise security. Our solutions in land mobile radio communications, video security & access control and command center software, bolstered by managed & support services, create the most integrated technology ecosystem to make communities safer and help businesses stay productive and secure. At Motorola Solutions, we’re ushering in a new era in public safety and security. Learn more at www.motorolasolutions.com .