Support Analyst Level 2
New
M
Motorola SolutionsResilience management software
Candidate can be located anywhere in the US.Full-TimeMiddle
Salary60,000 - 70,000 USD per year
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Job Details
- Experience
- Minimum of 1 year of professional experience in software application support. Basic Requirements also states 1+ years of experience, or 2+ years of experience in software application support.
- Required Skills
- Microsoft AzureRESTful APIsJSONCustomer support
Requirements
- Have a bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience, or meet the alternative experience requirement.
- Have at least 1 year of professional experience in software application support; the basic requirements also specify 2+ years as an alternative.
- Have experience supporting non-technical software users.
- Have experience with software requirements gathering or problem analysis.
- Be familiar with modern service management practices and systems.
- Be highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
- Provide coverage on Saturday and Sunday, with rest days during Monday to Friday.
- Artificial Intelligence tools or concepts are preferred.
- Software integrations, APIs, and JSON data experience are preferred.
- Familiarity with Amazon Web Services and Microsoft Azure is preferred.
Responsibilities
- Provide customer assistance by phone, email, portal, forums, and chat tools.
- Gather and analyze information about customer issues and requirements to identify root causes.
- Resolve issues and answer questions in accordance with Service Level Agreements.
- Verify that workarounds and resolutions meet customer needs before requesting confirmation.
- Document customer insights, recurring scenarios, troubleshooting tips, and other knowledge-base content.
- Produce reports on customer support metrics and system usage.
- Serve as an escalation point and mentor for the offshore support team.
- Investigate issues, document findings, and attempt resolution before escalating.
- Enrich escalated tickets with replication steps, relevant links, and standard Noggin terminology.
- Coordinate with DevOps, Engineering, and other internal teams, and share feature requests and functionality gaps.
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