Motorola Solutions Systems Polska

Support Services Analyst (Level 2)

8000 - 10k PLN8000 - 10 000 PLN/ mies./ mies.UoPUmowa o pracę (brutto)

MidZdalnie·KrakówFull-time·Umowa o pracę

#470615·Dodano 9 dni temu·6

Źródło: nofluffjobs.com

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Tech Stack / Keywords

NogginAPIsJSONAmazon Web Services (AWS)Microsoft AzureArtificial Intelligence (AI)Service Level Agreements (SLAs)

Podsumowanie oferty

As a Support Services Analyst (Level 2), you will resolve complex customer requests and contribute to problem analysis, solution development, and configuration of Noggin software. The role supports Noggin’s integrated resilience management platform and its clients.

Wymagania

Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications or experience.
At least 1 year of professional experience in software application support.
Experience supporting non-technical software users.
Experience gathering software requirements or analyzing problems.
Familiarity with modern service management practices and systems.
Aptitude and enthusiasm for continuous learning.
Nice to have: Experience with Artificial Intelligence (AI) tools or concepts.
Experience with software integrations, including exposure to APIs and working with JSON data.
Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure.
Strong aptitude 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.

Obowiązki

Provide accurate, timely, and professional customer assistance via phone, email, portal, forums, and chat tools.
Gather and analyze information about customer issues and requirements to determine root causes.
Document customer insights and recurring scenarios to streamline future support interactions.
Resolve issues and answer questions in adherence to Service Level Agreements (SLAs).
Confirm technical workarounds and resolutions are satisfactory before requesting 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, answering questions about systems, support processes, and best practices.
Develop product knowledge through self-education, experimenting with new features, and exploring use cases across different solution settings.
Contribute content, troubleshooting tips, and improvement insights to Noggin’s internal knowledge base.
Share feature requests and functionality gaps with internal teams to help shape the product roadmap.
Represent the customer perspective within Noggin, driving issue resolution and fostering understanding of users.
Coordinate with internal teams, including DevOps and Engineering, to meet SLA requirements and achieve solutions.
Investigate issues, document findings, and attempt resolution before escalating to other teams.

Motorola Solutions Systems Polska

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