Remote Support Analyst II — Customer Solutions

Motorola Solutions; Boston (MA); A distancia; USD 60.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Parental & Family Leave

Descripción de la vacante

Motorola Solutions, including its Noggin division, seeks a Support Services Analyst (Level 2) to resolve complex customer requests and configure Noggin software for client solutions. You will contribute to problem analysis, knowledge base content, and collaborative improvements with DevOps and Engineering teams.

The role emphasizes providing high-quality support, post-resolution validation, and escalation management while advancing product knowledge and customer advocacy.

Formación

• Bachelor's degree in Business, Commerce, IT, CS, or equivalent qualifications/experience.
• 1+ year of professional experience in software application support.
• Experience supporting non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Preferred: AI tools or concepts.
• Preferred: API integrations and JSON data.
• Preferred: AWS and Azure cloud platforms.

Responsabilidades

• Deliver accurate, timely, and professional assistance via phone, email, portal, forums, and chat to ensure high customer satisfaction.
• Gather and analyze information to determine root causes of issues.
• Document customer insights and recurring scenarios to improve support processes.
• Ensure SLA compliance and provide final customer confirmation on resolutions.
• Produce regular reports on customer support metrics and system usage.
• Act as escalation point and mentor for offshore support teams.

Conocimientos

Customer support

Problem analysis

Documentation

AI concepts

Educación

Bachelor's degree

Herramientas

AWS

Azure

APIs

JSON data

Ticketing systems

Descripción del empleo

Motorola Solutions, including its Noggin division, seeks a Support Services Analyst (Level 2) to resolve complex customer requests and configure Noggin software for client solutions. You will contribute to problem analysis, knowledge base content, and collaborative improvements with DevOps and Engineering teams.

The role emphasizes providing high-quality support, post-resolution validation, and escalation management while advancing product knowledge and customer advocacy.