Hypercare Support Specialist (US Remote)

$33,000 - $64,000/Yr

Motorola Solutions - Huntsville, AL

Full-time - Mid Level

Remote - Huntsville, AL

Computer and Electronic Product Manufacturing

About the position

The Hypercare Support Specialist at Motorola Solutions plays a crucial role in providing technical support and customer service for the PremierOne CAD and RMS systems. This position is focused on ensuring customer satisfaction through effective problem-solving and support delivery, particularly in high-security environments related to public safety. The role requires strong communication skills and the ability to work collaboratively with various teams to resolve issues and enhance service delivery.

Responsibilities

• Provide face-to-face customer service and technical support for PremierOne Hypercare.
• Administer Law Enforcement Records Management System as needed.
• Deliver consistent software application support with minimal impact on live operations.
• Build relationships with customers and internal teams to foster satisfaction with service and support.
• Ensure customer satisfaction through proper support and service delivery, adhering to contracted services and SLAs.
• 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 teams to provide exceptional service and support.
• Escalate problems quickly and collaborate with technical organizations for customer solutions.
• Provide technical support, server updates, system health checks, and general troubleshooting.

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 effectively.
• Strong organizational skills and ability to manage multiple tasks.
• 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, and Active Directory.
• Experience troubleshooting LAN/WAN and various server/desktop hardware issues.

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