Remote Support Analyst II - Customer Solutions

Motorola Solutions; Dallas (TX); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Paid Time Off

Employee Stock Purchase Plan

Parental & Family Leave

Job summary

Motorola Solutions' Noggin team is seeking a Support Services Analyst (Level 2) to resolve complex customer requests with professionalism, document solutions, and configure Noggin software for client success.

The role welcomes candidates with a Bachelor's degree in IT/CS/business, 1+ year software support experience, and the ability to provide weekend coverage from anywhere in the U.S. The base salary ranges from $60,000 to $70,000 per year, with comprehensive benefits and growth opportunities.

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 adherence to SLAs.
• Plan and contribute to knowledge base updates and bug/feature trend reports.
• Escalate and mentor for offshore support, ensuring efficient knowledge transfer.

Skills

Non-technical support

Requirements gathering

Problem analysis

Service management

AI tools

Education

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

Tools

AWS

Azure

APIs

JSON data

Job description

Motorola Solutions' Noggin team is seeking a Support Services Analyst (Level 2) to resolve complex customer requests with professionalism, document solutions, and configure Noggin software for client success.

The role welcomes candidates with a Bachelor's degree in IT/CS/business, 1+ year software support experience, and the ability to provide weekend coverage from anywhere in the U.S. The base salary ranges from $60,000 to $70,000 per year, with comprehensive benefits and growth opportunities.