ASG Support Technician Tier 1

at Motorola Solutions in SchaumburgSchaumburg, Illinois, United States

Job Description

Company Overview
At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.Department OverviewDRN, a subsidiary of Motorola Solutions, is a pioneer in video analysis. We are a leading global provider of data and image analytics, specializing in vehicle location intelligence. Our platform leverages machine learning, artificial intelligence, and a massive network of mobile License Plate Reader (LPR) cameras to provide critical data to public safety and commercial sectors.
By maintaining the world's largest shareable database of vehicle location information, we help our customers shorten response times and improve the speed and accuracy of investigations.Job Description
NOTE This Position may become Hybrid in the near future requiring 2 days a week in local office.

As a Tier 1 Support Technician you will provide excellent customer service to new and existing customers by independently installing, and supporting software and hardware equipment. The Tier 1 Support Technician will be taking incoming calls from the support queue related to non-complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

With remote access to customer systems, Install the company's proprietary Software.

Provide courteous and knowledgeable support over the phone, via email.

Ensure timely and accurate set up of all systems

Phone Support during regular business hours and on-call availability during off hours

Monitor Chat sessions to assist other team members

Follow the department process, procedure, and metrics.

Maintain a log of customers issues, interactions, and steps taken to assist the caller in the department ticketing system

Train customers on use of systems including software, hardware and installation.

Multi-task and have excellent time management skills

Understand the severity of an issue and escalate issues efficiently and appropriately.

Demonstrated strong work ethic

****Schedule is subject to business needs and availability****

Preferred Schedule

Monday - Friday - 7am-3:30pm

Position requires that the first few weeks of training will be virtual during the hours of 9am CST to 5pm CST.

Target Base Salary Range - $35,000 to $40,000USD

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.

#LI-NJ1
#LI-HYBRIDBasic Requirements

H.S. Diploma or Equivalent

2+ years of experiencein Customer Service, Call Center or Technical Support

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes

Our U.S.Benefitsinclude:

Incentive Bonus Plans

Medical, Dental, Visionbenefits

401K with Company Match

10 Paid Holidays

GenerousPaidTime Off Packages

Employee Stock Purchase Plan

PaidParental & Family Leave

and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the... For full info follow application link.

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.