Remote Support Analyst II - Customer Solutions

Motorola Solutions

Milwaukee (WI)

Remote

USD 60,000 - 70,000

Full time

8 days ago

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Benefits offered by this job

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Incentive Bonus Plans

Employee Stock Purchase Plan

Job summary

Motorola Solutions is seeking a Level 2 Support Services Analyst for Noggin to address customer needs, analyze issues, and configure software solutions. You’ll collaborate with DevOps and Engineering while maintaining high service quality across channels.

The role emphasizes problem analysis, knowledge sharing, and SLA adherence, with coverage on weekends. A bachelor’s degree and 1+ years of software support are preferred, with AWS/Azure experience a plus.

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: Knowledge of 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 Azure.

Responsibilities

Delivering high-quality support via phone, email, portal, forums, and chat to ensure customer satisfaction.
Gather and analyze information to determine root causes for issues.
Document customer insights and recurring scenarios for future support.
Adhere to SLAs and ensure work is thoroughly tested before final customer confirmation.
Produce regular reports on customer support metrics and system usage.
Act as escalation point and mentor for offshore support teams.
Contribute to knowledge base and product roadmap discussions.