Customer Support Technician IV (SWAT)

Motorola Solutions; West Valley City (UT); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology solutions company in West Valley City is seeking a Customer Support Technician V to deliver remote technical support to customers. This role requires 3+ years of customer service experience and proficiency with Flex software, alongside strong communication and organizational skills. The ideal candidate will be detail-oriented and adept at handling high-pressure situations to ensure customer satisfaction. This position offers competitive benefits including a bonus plan and health insurance.

Benefits

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Generous Paid Time Off Packages

Qualifications

• 3+ years customer service/support experience required.
• Must be able to obtain background clearance as required by government customer.
• Legal authorization to work in the U.S. indefinitely is required.

Responsibilities

• Provide remote technical support to customers.
• Ensure customer satisfaction with service delivery.
• Work with technicians to troubleshoot and resolve issues.

Skills

Customer service/support experience

Flex software

Communication skills

Interpersonal skills

Organizational skills

Windows-based applications

Education

High School Degree or equivalent

Job description

Overview

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.

Department Overview The Software Enterprise Deployment and Integration team is the team that delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Responsibilities

• The primary responsibility of the Customer Support Technician V is to provide remote technical support to customers.
• Ensure customer satisfaction involves proper support and service delivery and delivery on contracted services and SLAs.
• Work with other technicians and internal MSI teams to provide exceptional customer service and technical support, as well as troubleshoot and resolve issues with the customer.
• Operate in high security areas governed by the US Department of Justice’s Criminal Justice Information Services (CJIS) Security Policy; successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customer is required.
• Work closely with development to identify and address major software issues impacting customers.
• Provide support and training to Front Office technicians.
• Succeed in high-pressure situations responding to customer outages.

Specific Knowledge and Skills

• 3+ years customer service/support experience
• 2+ years experience within Flex software
• Strong working knowledge of the Support tools and processes
• Strong command of communication skills, both oral and written
• Exhibit strong ownership and follow through; own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result
• Exceptional interpersonal skills required
• Strong determination in the face of challenges
• Must have strong organizational skills and the ability to handle multiple tasks; effective time management skills required
• Proficient computer skills with emphasis on Windows-based applications
• Customer focused; detail oriented
• Ability to maintain a positive attitude in high stress or confrontational situations
• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
• Confident individual who is willing to assume responsibility
• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
• Adaptive and flexible individual who is willing to learn and make recommendations for improvements
• Ability to work and make decisions with minimal supervision

Requirements

• 3+ years customer service/support experience
• High School Degree or equivalent
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Additional Details

• Travel Requirements: None
• Relocation Provided: None
• Position Type: Experienced
• Referral Payment Plan: Yes

Our U.S. Benefits

• 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 & Family Leave
• and more!

EEO Statement

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

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.