Tier 1 Technical Support Representative
Job Summary
Job Description
At Motorola Solutions, we believe everything starts with our people, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security, and command center technologies support public safety and enterprises, enabling coordination for safer communities, schools, hospitals, and businesses. This role provides technical and non-technical support to Theatro customers, troubleshooting and remotely diagnosing applications. Responsibilities include evaluating support requests, logging service calls, assisting with data reporting, and driving continuous improvement initiatives, acting as the primary customer liaison.
Must have:
- Provide technical/non-technical support to Theatro customers.
- Troubleshoot and remotely diagnose all Theatro applications.
- Evaluate and direct support requests to appropriate IT resources.
- Log, track, and document closure of service requests for SLA compliance.
- Assist in providing data and reporting to the Support Manager.
- Assist in continuous improvement initiatives.
- Act as the primary liaison between the customer and internal teams.
- Availability for 1st & 2nd shift and weekends.
- Ability to understand and diagnose technical issues relating to networking hardware, Wi-Fi infrastructure, Theatro hardware and software applications.
- Experience with hardware operations or technical support.
- Reliable and shows initiative; flexible to work independently and as a team.
- Ability to multi-task and set priorities in a fast-paced, dynamic environment.
- Able to explain technical terms and solutions to technical and non-technical customers.
- Excellent computer skills and proficient in MS Office suite.
- Excellent communication skills both verbal and written.
- Excellent interpersonal skills.
- Demonstrated commitment to high professional ethical standards.
- Excels at operating in a fast pace, high performing environment.
- Excels in a collaborative work environment and has a commitment to get the job done.
- Ability to look at situations from several points of view.
- 1+ years of experience.
- Must be at least 18 years of age.
- Legal authorization to work in the U.S. indefinitely is required.
Good to have:
- Associates degree in business or computer science preferred
Perks:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
5 skills required
Job Details
Responsibilities:
- Provide technical/non-technical support to Theatro customers, supporting various deployed solutions. This will include troubleshooting and remote diagnostics of all Theatro applications.
- Evaluate support requests and direct them to the appropriate technician or IT support resources based on individual request requirements and resource capabilities.
- Log all service requests, track response to and document closure of service requests to ensure compliance for response time and Service Level Agreements.
- Assist in providing data and reporting to the Support Manager and others as required.
- Assist in continuous improvement initiatives intended to improve performance for the customer and cost savings to Theatro.
- Act as the primary liaison between the customer and all applicable internal team members.
Qualifications:
- 1st & 2nd shift and weekend availability.
- Ability to understand and diagnose various technical issues relating to networking hardware, Wi-Fi infrastructure, Theatro hardware and software applications.
- Experience with hardware operations or technical support.
- Must be reliable and show initiative; have the flexibility to work independently and as a team.
- Ability to multi-task and set priorities in a fast-paced, dynamic environment.
- Must be able to explain technical terms and solutions to technical and non-technical customers.
- Excellent computer skills and proficient in MS Office suite.
- Excellent communication skills both verbal and written.
- Excellent interpersonal skills.
- A demonstrated commitment to high professional ethical standards.
- Excels at operating in a fast pace, high performing environment.
- Excels in a collaborative work environment and has a commitment to get the job done Ability to look at situations from several points of view.
- Associates degree in business or computer science preferred.
Target Base Salary: $17/hr
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
Basic Requirements
- 1+ years of experience
- Must be at least 18 years of age
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
None
Relocation Provided
None
Similar Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Similar Skill Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Jobs in Texas, United States
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
Customer Service Jobs
Looks like we're out of matches
Set up an alert and we'll send you similar jobs the moment they appear!
About The Company
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Get notified when new jobs are added by Motorola solutions
