Remote Software Support & Call Handling Manager

Motorola Solutions; Northern (KY); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Bonus plans

Medical insurance

401k with company match

Paid holidays

Paid time off

Employee stock purchase plan

Parental & family leave

Job summary

Motorola Solutions is seeking a Call Handling Customer Service Manager to oversee Lifecycle Service delivery for assigned contracts and ensure customer satisfaction with software enterprise support. This role emphasizes relationship building with customer advocates and ensuring service quality across SLAs.

The position requires strong communication skills, a solid understanding of Motorola products (notably VESTA 9-1-1), and the ability to coordinate with Support and Operations teams to resolve

Qualifications

• High School diploma, Associate's, or Bachelor's Degree, OR 5+ years of experience in a Technical Customer Support or Public Safety environment.
• Solid understanding of Motorola Solutions products and services including VESTA 9-1-1.
• Experience with ServiceNow ticketing and data reporting.

Responsibilities

• Provide customers/customer advocate a single point of contact for Software Enterprise Support to ensure service delivery and SLA compliance.
• Discuss concerns with customers and drive corrective actions to closure.
• Define and manage services scope per contract and ensure customer obligations are understood.
• Provide timely reporting on reported software issues to customers.
• Coordinate change requests and oversee implementation into service delivery.

Skills

3+ years

Motorola products

ServiceNow

Excel

Customer Call Center

Network Operations Center

Strong communication

Time management

Ownership

Problem solving

Education

High School diploma / Associate / Bachelor's

5+ years in technical customer support/public safety

Tools

ServiceNow

Excel

Job description

Motorola Solutions is seeking a Call Handling Customer Service Manager to oversee Lifecycle Service delivery for assigned contracts and ensure customer satisfaction with software enterprise support. This role emphasizes relationship building with customer advocates and ensuring service quality across SLAs.

The position requires strong communication skills, a solid understanding of Motorola products (notably VESTA 9-1-1), and the ability to coordinate with Support and Operations teams to resolve