Remote Support Analyst II – Customer Solutions

motorolasolutions; Illinois; Hybrid; 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’ Noggin Support is seeking a Level 2 Support Services Analyst to handle complex customer requests, analyze problems, and implement Noggin configurations for clients. The role emphasizes high-quality service, collaboration across teams, and ongoing product knowledge expansion.

The position supports US-wide coverage (remote), includes weekend coverage, and offers a competitive base salary with strong benefits.

Qualifications

• Bachelor's degree or equivalent in Business, Computing, Information Technology or related field.
• 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 experience.
• Preferred: experience with software integrations including APIs and JSON data.
• Preferred: familiarity with AWS and Azure.

Responsibilities

• Deliver accurate, timely, and professional support via phone, email, portal, forums, and chat to ensure customer satisfaction.
• Gather and analyze information to determine root causes of issues.
• Document customer insights and recurring scenarios to improve support.
• Adhere to SLAs and ensure quality resolutions before closing tickets.
• Mentor offshore support team and share best practices.
• Contribute to internal knowledge base and report on support metrics.
• Collaborate with DevOps and Engineering to meet requirements and optimize solutions.

Skills

Support tools

Product knowledge

Continuous learning

Education

Bachelor's degree or equivalent in Business, IT, CS

Tools

AWS

Azure

APIs

JSON

Job description

Motorola Solutions’ Noggin Support is seeking a Level 2 Support Services Analyst to handle complex customer requests, analyze problems, and implement Noggin configurations for clients. The role emphasizes high-quality service, collaboration across teams, and ongoing product knowledge expansion.

The position supports US-wide coverage (remote), includes weekend coverage, and offers a competitive base salary with strong benefits.