Weekend Support Services Analyst II - Customer Solutions

Motorola Solutions; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Motorola Solutions Systems Polska Sp.z.o.o is seeking a Level 2 Support Services Analyst to provide prompt, professional customer support and drive issue resolution across our Noggin platform. The role emphasizes strong product knowledge, collaboration with offshore teams, and knowledge-base enhancement.

Responsibilities include maintaining SLA targets, gathering customer insights, and ensuring high-quality service while engaging with DevOps and engineering teams for optimal solutions.

Qualifications

• Bachelor’s degree or equivalent in business/commerce/IT/computer science
• Minimum 2 years’ experience in support services/analysis
• Experience supporting non-technical users of software
• Experience in software requirements or problem analysis
• Experience with modern service management practices and systems
• Fluent in English (written and spoken)

Responsibilities

• Provide accurate, timely professional support to customers via phone, email, portal, forums, and chat tools
• Gather information about problems and needs to help determine root cause
• Contribute to knowledge base and improve future support interactions
• Resolve issues and questions within SLA requirements
• Assist offshore teams with system questions and best practices
• Coordinate with DevOps/engineering to ensure SLA requirements and optimal solutions
• Investigate issues, document findings, and escalate when necessary
• Add replication steps and relevant links to escalated tickets

Skills

Customer support

Problem analysis

Communication

Willingness to learn

Education

Bachelor’s degree in business/commerce/information technology/computer science

Tools

Ticketing systems

Support desk software

CRM

Job description

Motorola Solutions Systems Polska Sp.z.o.o is seeking a Level 2 Support Services Analyst to provide prompt, professional customer support and drive issue resolution across our Noggin platform. The role emphasizes strong product knowledge, collaboration with offshore teams, and knowledge-base enhancement.

Responsibilities include maintaining SLA targets, gathering customer insights, and ensuring high-quality service while engaging with DevOps and engineering teams for optimal solutions.