Experienced Full-Time Remote ASG Support Technician - US Overnight Shift - Technical Support and Customer Service Expert

Introduction to Motorola Solutions and Workwarp At Motorola Solutions, we are driven by a shared purpose to help people be their best in the moments that matter. We achieve this by solving for safer, a mission that guides every aspect of our work. By building the best possible technologies across our safety and security ecosystem, we enable public safety agencies and enterprises to collaborate effectively, ensuring that those in need are connected with those who can help. Our work matters, and we are committed to making a difference. As part of this mission, we have acquired VaaS, a leading global provider of data and image analytics for vehicle location, expanding our command center software portfolio with the largest shareable database of vehicle location information. Department Overview - VaaS and the Product Management Team VaaS, a 'video analysis as a service' company, utilizes its image capture and analysis platform, including fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, to provide vehicle location data to public safety and commercial customers. The Product Management Team plays a crucial role in ensuring that our products align with customer needs and requirements, taking input from customers and internal stakeholders to define software development requirements that enhance the product's value to the customer. Job Overview - ASG Support Technician Tier 2 We are seeking an experienced and skilled ASG Support Technician to join our team. As an ASG Support Technician Tier 2, you will provide exceptional customer service to new and existing customers by independently troubleshooting, installing, and supporting software and hardware equipment such as laptops, servers, and LPR camera systems. Your primary objective will be to ensure every client is satisfied with our services, completing all aspects of installation, service, and support in a timely and professional manner, with detailed documentation in our ticketing systems. Key Responsibilities: Provide excellent customer service to new and existing customers via phone, email, and in-person support, resolving complex issues related to software and hardware equipment. Install or troubleshoot the company's proprietary software and identify root causes of problems on hardware equipment such as laptops, servers, and IP cameras. Ensure timely and accurate setup of all systems, with remote access to customer systems for installation and troubleshooting. Offer courteous and knowledgeable troubleshooting support over the phone, via email, and in person, with a strong focus on customer satisfaction. Monitor chat sessions to assist other team members and test systems to ensure they are working correctly. Maintain a log of customer issues, interactions, and troubleshooting steps in the department ticketing system, with a focus on metrics-based support. Train customers on the use of systems, including software, hardware, and installation, with excellent time management and multi-tasking skills. Understand the severity of issues and escalate them efficiently and appropriately, demonstrating a strong work ethic and commitment to customer satisfaction. Essential Qualifications: Associates Degree in a relevant field and 1+ years of experience, or 3+ years of equivalent work experience. 2+ years of networking experience and 2+ years of customer service experience. Ability to work overnight shifts, with flexibility to adapt to changing business needs. Strong technical skills, with the ability to troubleshoot and resolve complex technical issues. Excellent communication and customer service skills, with the ability to work effectively in a team environment. Preferred Qualifications: Bachelor's Degree in a relevant field, with 2+ years of experience in technical support or a related field. Advanced technical certifications, such as CompTIA A+ or Cisco CCNA. Experience with IT service management frameworks, such as ITIL. Strong analytical and problem-solving skills, with the ability to think critically and outside the box. Experience working in a metrics-based support environment, with a focus on customer satisfaction and first-call resolution. Career Growth Opportunities and Learning Benefits At Motorola Solutions, we are committed to the growth and development of our employees. As an ASG Support Technician, you will have access to a range of training and development opportunities, including technical certifications, leadership development programs, and mentorship opportunities. You will also be part of a dynamic and supportive team, with a culture that values collaboration, innovation, and customer satisfaction. Work Environment and Company Culture Our company culture is built on a foundation of integrity, respect, and teamwork. We value diversity and inclusion, and we are committed to creating a work environment that is welcoming and supportive to all employees. As a remote worker, you will be part of a virtual team, with regular opportunities for collaboration and communication with your colleagues. We also offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive benefits package. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, with a range of perks and incentives to recognize and reward your contributions. These may include bonuses, stock options, and professional development opportunities, as well as access to our employee assistance program, employee recognition programs, and social responsibility initiatives. Conclusion: If you are a motivated and experienced technical support professional, with a passion for customer satisfaction and a commitment to excellence, we encourage you to apply for this exciting opportunity. As an ASG Support Technician Tier 2, you will be part of a dynamic and supportive team, with access to a range of training and development opportunities, and a comprehensive benefits package. Don't miss out on this chance to join our team and contribute to our mission of solving for safer. Apply now and take the first step towards a rewarding and challenging career with Motorola Solutions. Apply for this job