Hypercare Support Specialist

September 17

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Motorola Solutions

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Public Safety • Enterprise Security • Two-way Radios • Radios • Land Mobile Radios (LMR)

10,000+

Description

• The Hypercare support team will be responsible for various customer supporting functions and products (PremierOne CAD or RMS systems) • Works with the customer to understand comprehensive business requirements as it relates to MSI applications • Primary responsibility of the PremierOne Hypercare support is to provide face-to-face customer service and technical support • Experience with administration of Law Enforcement Records Management System preferred • Provide successful and consistent software application support with minimal to no impact on live operations • Building relationships with customers and internal Motorola Solutions teams to foster customer satisfaction with service and support • Subject to working in high security areas governed by the US Department of Justices “Criminal Justice Information Services (CJIS) Security Policy” • Ensures customer satisfaction involves proper support and service delivery and delivery on contracted services and SLA’s • Initiates problem solving and follows through to resolution • Operates as a liaison with other MSI teams to provide exceptional service and support, assisting in troubleshooting and resolving issues • Escalating problems quickly and collaborating with various technical organizations when determining customer solutions

Requirements

• 3+ years of customer support experience • 3+ years of IT support experience • Strong written and oral communication skills (Fluent in English, oral and written) • Strong teamwork, interpersonal communication, and problem-solving skills • Exhibit strong ownership and follow through • Ability to handle stressful situations & troubleshoot critical issues • Must have strong organization skills • Effective time management skills required • Customer focused; detailed 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 various server/desktop hardware and operating systems related issues • Experience troubleshooting LAN/WAN • Experience troubleshooting 3rd party application integration

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 • and more!