Support Analyst Level 2

Motorola Solutions · via Nocode Hub

💰 $60,000 - $70,000/yr 🌎 Remote 📍 Remote, Arizona ⏰ Full Time ⌛ Posted 13 days ago

Provide accurate, timely, and professional customer assistance via phone, email, portal, forums, and chat tools
Gather and analyze customer issue and requirement information to determine root causes
Document customer insights and recurring scenarios
Resolve issues and answer questions in accordance with Service Level Agreements (SLAs)
Confirm technical workarounds and resolutions are satisfactory before final customer confirmation
Produce regular reports on customer support metrics and system usage
Act as the primary escalation point and mentor for the offshore support team
Advance product knowledge through self-education, experimentation, and exploration of common use cases
Contribute troubleshooting content and improvement insights to Noggin’s internal knowledge base
Share feature requests and functionality gaps with internal teams to help shape the product roadmap
Advocate for customers within Noggin and drive issue resolution
Coordinate with DevOps, Engineering, and other internal teams
Investigate issues, document findings, and attempt resolution before escalation
Enrich escalated support tickets with replication steps, relevant links, and standardized Noggin terminology
Configure Noggin software to implement client solutions
Contribute to problem and requirements analysis, solution development, and workaround documentation

Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience, or 2+ years of experience in software application support
Minimum of 1 year of professional experience in software application support
Experience providing support to non-technical software users
Experience in software requirements gathering or problem analysis
Familiarity with modern service management practices and systems
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
Legal authorization to work in the U.S. indefinitely
Employer work permit sponsorship is not available
Preferred: Experience with Artificial Intelligence (AI) tools or concepts
Preferred: Experience with software integrations, APIs, and JSON data
Preferred: Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure
Availability to provide coverage on Saturday and Sunday, with rest days during Monday to Friday

OK, THE EXPERIMENT FAILED