Remote Support Analyst II — SLA-Driven & Customer-Focused

Motorola Solutions; Chicago (IL); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Bonus plans

Medical, dental, vision

401K

Paid holidays

PTO

Employee stock plan

Parental leave

Job summary

Motorola Solutions seeks a Support Services Analyst (Level 2) to resolve complex requests for Noggin clients, documenting insights and contributing to knowledge bases. You will collaborate with DevOps/Engineering to meet SLAs and improve the product through feature requests and issue analysis.

Located anywhere in the US, you will cover Saturdays and Sundays with weekday rest days, and participate in a comprehensive benefits program. #LI-MP2 #LI-REMOTE

Qualifications

• Bachelor's degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience.
• Minimum 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 APIs and JSON data.
• Preferred: Familiarity with AWS and Microsoft Azure.

Responsibilities

• Deliver accurate, timely, and professional support 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 strict adherence to SLAs.
• Confirm that workarounds and resolutions are satisfactory before closing with the customer.
• Produce regular reports on customer support metrics and system usage.
• Act as the primary escalation point and mentor for offshore support teams.

Skills

Software support

Non-technical user support

Requirements gathering

Problem analysis

AI tools awareness

APIs & JSON

AWS & Azure familiarity

Education

Bachelor's degree in Business/IT/CS

Job description

Motorola Solutions seeks a Support Services Analyst (Level 2) to resolve complex requests for Noggin clients, documenting insights and contributing to knowledge bases. You will collaborate with DevOps/Engineering to meet SLAs and improve the product through feature requests and issue analysis.

Located anywhere in the US, you will cover Saturdays and Sundays with weekday rest days, and participate in a comprehensive benefits program. #LI-MP2 #LI-REMOTE