Remote Support Analyst II

Motorola Solutions; Salt Lake City (UT); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Job summary

Motorola Solutions is seeking a Support Services Analyst (Level 2) to resolve complex customer requests, document solutions, and configure Noggin software for clients. The role emphasizes high-quality support, knowledge sharing, and collaboration with DevOps and Engineering to meet SLAs.

Candidates can be located anywhere in the US and must provide coverage on weekends. The target base salary range is $60,000 to $70,000 USD, with standard benefits and pay transparency.

Qualifications

• Bachelor's degree in Business, Commerce, Information Technology, Computer Science, or equivalent 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 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 AWS and Microsoft Azure.

Responsibilities

• Deliver accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools to ensure high customer satisfaction.
• Gather and analyze information regarding customer issues and requirements to determine root causes efficiently.
• Document customer insights and recurring scenarios to streamline future support interactions.
• Promptly resolve issues and answer questions in strict adherence to SLAs.
• Verify that workarounds and resolutions are fully satisfactory before customer confirmation.
• Produce regular reports on customer support metrics and system usage as required.
• Act as the primary escalation and mentor for the offshore support team.

Skills

Customer support

Problem analysis

Documentation

Quality assurance

Education

Bachelor's degree in Business/IT/CS/Commerce

Tools

AWS

Azure

APIs

JSON

Job description

Motorola Solutions is seeking a Support Services Analyst (Level 2) to resolve complex customer requests, document solutions, and configure Noggin software for clients. The role emphasizes high-quality support, knowledge sharing, and collaboration with DevOps and Engineering to meet SLAs.

Candidates can be located anywhere in the US and must provide coverage on weekends. The target base salary range is $60,000 to $70,000 USD, with standard benefits and pay transparency.