Level 2 Technical Support Specialist

6 days ago

Sydney, New South Wales, Australia Motorola Solutions Full time

Job Summary

The Support Services Analyst (Level 2) plays a critical role in ensuring that all customer needs are promptly and professionally addressed. This position requires a high level of technical expertise, excellent communication skills, and a passion for delivering exceptional customer service.

Key Responsibilities:

Customer Support

  • Provide timely and professional support to customers through various channels, ensuring issues are resolved within Service Level Agreement (SLA) requirements.
  • Analyze customer problems, contribute to the knowledge base for future support, and act as the escalation point for the offshore team.

Product Knowledge

  • Develop and maintain expert-level knowledge of the product through self-education and experimentation, staying up-to-date on new features and common tasks.
  • Contribute to the company's knowledge base and product roadmap by sharing insights, addressing common questions, and communicating feature requests and functionality gaps.

Internal Collaboration & Support

  • Advocate for the customer within the organization, ensuring issues are resolved effectively and coordinating with internal teams to meet SLA requirements.
  • Investigate and document issues, providing detailed escalation support and adding value to internal tickets with replication steps and relevant information.

Requirements:

Education and Qualifications

  • Bachelor's degree in a relevant field, such as business, commerce, information technology, or computer science.

Experience and Skills

  • Minimum of 2 years' experience in support services and analysis.
  • Experience in providing support to non-technical users of software.
  • Experience in software requirements or problem analysis.
  • Experience with modern service management practices and systems.
  • Eligible and willing to obtain Security Clearance (must be a Citizen of Australia).

Personal Attributes

Highly skilled in leveraging support tools and software, from ticketing systems to self-service options, ensuring seamless customer interactions and efficient problem resolution. Possess a deep understanding of the product's inner workings, including how to tackle common issues, configure it effectively, and adapt it to diverse customer environments. Passionate about continuous learning and staying ahead of new developments and techniques.

Inclusion and Diversity

Motorola Solutions is committed to creating an inclusive and diverse work environment. We welcome applications from candidates with diverse backgrounds and perspectives.

Travel Requirements

No travel requirements.

Position Type

Experienced professional.

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.

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