Remote Support Analyst II — SaaS & AI Tools

Motorola Solutions; New York (NY); 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

Paid Parental & Family Leave

and more!

Descripción de la vacante

Motorola Solutions is seeking a Support Services Analyst (Level 2) to resolve complex customer requests with prompt, professional service and to contribute to problem analysis, documentation, and solution development for Noggin software.

The role emphasizes escalation management, SLA adherence, and knowledge base enrichment while collaborating with DevOps and Engineering to meet customer needs on a cloud-based platform. Remote work is supported across the U.S.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer support

Problem analysis

Knowledge base

Cloud familiarity

Educación

Bachelor's degree in relevant field

Herramientas

APIs

JSON data

AWS

Azure

Descripción del empleo

Motorola Solutions is seeking a Support Services Analyst (Level 2) to resolve complex customer requests with prompt, professional service and to contribute to problem analysis, documentation, and solution development for Noggin software.

The role emphasizes escalation management, SLA adherence, and knowledge base enrichment while collaborating with DevOps and Engineering to meet customer needs on a cloud-based platform. Remote work is supported across the U.S.