Tier 2 Technical Support Representative

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.
• Attend Troubleshooting calls with other groups and outside vendors to bring issues to resolution.
• Use expertise to help develop new workflows and reporting for new applications and systems.
• Monitor open tickets and drive to resolution.
• Perform maintenance on customer accounts by using various tools to access the data.

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 or related work experience.
• Experience as a Theatro Tier 1 agent is beneficial as it introduces one to all the systems and applications required to resolve customer issues.

Target Base Salary:

$24/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

Position Type:

Experienced

Referral Payment Plan:

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!