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About the Role
The Support Services Analyst (Level 2) ensures that all customer needs are addressed promptly, professionally, and accurately. You will serve as a key point of contact for resolving complex requests, problems, and inquiries while delivering exceptional service quality. Additionally, this role contributes to problem and requirements analysis, solution development, workaround documentation, and the configuration of Noggin software to implement solutions on behalf of clients.
Responsibilities
- Provide accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools.
- Gather and analyze information regarding customer issues and requirements to determine root causes.
- Document customer insights and recurring scenarios to streamline future support interactions.
- Resolve issues and answer questions in strict adherence to Service Level Agreements (SLAs).
- Confirm that technical workarounds and resolutions are fully satisfactory before requesting final customer confirmation.
- Produce regular reports on customer support metrics and system usage.
- Act as the primary point of escalation and mentor for the offshore support team.
- Proactively advance product knowledge through self-education, experimentation, and exploring use cases.
- Contribute content, troubleshooting tips, and improvement insights to Noggin’s internal knowledge base.
- Share feature requests and functionality gaps with internal teams to help shape the product roadmap.
- Act as the voice of the customer within Noggin, driving issue resolution.
- Coordinate with internal teams to ensure SLA requirements are met and optimal solutions are achieved.
- Thoroughly investigate issues, document findings, and attempt resolution before escalating.
- Enhance internally escalated support tickets with clear replication steps, relevant links, and translations.
Requirements
- 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.
- Familiarity with modern service management practices and systems.
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Skills
- Highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
- Deep product knowledge, including system mechanics, common troubleshooting workflows, configuration principles, and diverse solution settings.
- Strong aptitude and enthusiasm for continuous learning.
- Experience with Artificial Intelligence (AI) tools or concepts (Preferred).
- Experience with software integrations including exposure to APIs and working with JSON data (Preferred).
- Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure (Preferred).
Location
- US
Work Type
- Remote
- Full-time
Experience Level
- Experienced
Education Level
- Bachelor's degree
Salary/Compensations
- $60,000 USD - $70,000 USD
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
About the Company
- Motorola Solutions is a global close-knit community, united by the relentless pursuit to help keep people safer everywhere.
- We build and connect technologies to help protect people, property and places.
- Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.
- Noggin, a Motorola Solutions company, is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system.
- Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.
Equal Opportunity
- Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
- We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.