Hypercare Support Specialist (US Remote)
Motorola Solutions - Huntsville, AL
posted 3 months ago
About the position
At Motorola Solutions, we are dedicated to enhancing safety and security through innovative technology. Our Hypercare support team plays a crucial role in delivering software solutions to the public safety sector, ensuring that our customers can focus on their mission-critical goals. This position involves providing exceptional customer service and technical support for our PremierOne CAD and RMS systems, which are vital for law enforcement and public safety operations. The Hypercare support environment is fast-paced and requires motivated individuals who are committed to excellence in service delivery. As a Hypercare Support Specialist, you will be responsible for understanding comprehensive business requirements related to our applications and providing face-to-face customer service. Your primary duties will include ensuring customer satisfaction through effective support and service delivery, initiating problem-solving processes, and performing root-cause analysis to recommend improvements. You will act as a liaison between customers and various internal teams, collaborating to troubleshoot and resolve issues efficiently. This role may require travel of up to 50% to 75%, as you will be working directly with customers in high-security environments governed by the US Department of Justice's CJIS Security Policy. The ideal candidate will have a strong background in customer support and IT, with excellent communication skills and the ability to handle stressful situations. You will need to demonstrate ownership of customer issues and drive resolutions to ensure satisfaction. Additionally, technical expertise in PremierOne applications and experience with server and workstation troubleshooting are essential for success in this role. This position is not only about providing support but also about building lasting relationships with our customers and internal teams to foster a collaborative and supportive environment.
Responsibilities
- Provide face-to-face customer service and technical support for PremierOne Hypercare.
- Understand comprehensive business requirements related to MSI applications.
- Ensure customer satisfaction through effective support and service delivery.
- Initiate problem-solving processes and follow through to resolution.
- Perform root-cause analysis of problems and recommend improved operations.
- Act as a liaison with other MSI teams to provide exceptional service and support.
- Troubleshoot and resolve issues by collaborating with various technical organizations.
- Provide technical support, server updates, system health checks, and general troubleshooting.
- Validate, troubleshoot, and characterize reported application issues.
Requirements
- 3+ years of customer support experience.
- 3+ years of IT support experience.
- Strong written and oral communication skills in English.
- Strong teamwork, interpersonal communication, and problem-solving skills.
- Ability to handle stressful situations and troubleshoot critical issues.
- Strong organizational skills and effective time management.
- Customer-focused and detail-oriented individual.
- Technical expertise in PremierOne applications.
- Experience with servers and workstations (Dell and HP).
- Experience with Windows Domain architecture/integration/Active Directory.
- Experience troubleshooting LAN/WAN and 3rd party application integration.
Nice-to-haves
- Experience with VMware virtualization suites.
- Experience with Cloud Technologies (Azure or AWS).
- Experience with database technology and administration (SQL Server).
- Experience with CAD/RMS applications.
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
