Motorola Solutions

Support Service Analyst (Level 2)

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

MidZdalnie·KrakówFull-time·Umowa o pracę

#470789·Dodano 16 dni temu·5

Źródło: justjoin.it

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Tech Stack / Keywords

applications support

Podsumowanie oferty

The Support Services Analyst resolves complex customer requests and inquiries for the Noggin software platform. The role includes analyzing problems, documenting workarounds, and configuring software to implement solutions for clients.

Wymagania

Requirements Qualifications & Experience

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.

Technical Capabilities

Proficiency with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
Product knowledge covering system mechanics, troubleshooting workflows, configuration principles, and solution settings.
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.

Obowiązki

1. Customer Support

Delivering Quality Support: Provide accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools.
Problem Analysis: Gather and analyze information about customer issues and requirements to determine root causes.
Knowledge Contribution: Document customer insights and recurring scenarios.
SLA Compliance: Resolve issues and answer questions in accordance with Service Level Agreements (SLAs).
Quality Assurance: Confirm technical workarounds and resolutions are satisfactory before requesting final customer confirmation.
Reporting: Produce regular reports on customer support metrics and system usage as required.
Escalation Support: Act as the primary escalation point and mentor for the offshore support team, answering questions about systems, support processes, and best practices.

2. Product Knowledge & Continuous Improvement

Expertise Development: Advance product knowledge through self-education, experimentation with new features, and exploring use cases across solution settings.
Knowledge Base Maintenance: Contribute content, troubleshooting tips, and improvement insights to the internal knowledge base.
Product Roadmap: Share feature requests and functionality gaps with internal teams to inform the product roadmap and enhancements.

3. Internal Collaboration & Advocacy

Customer Advocacy: Represent the customer within Noggin, driving issue resolution and sharing the user perspective.
Cross-Functional Collaboration: Coordinate with internal teams such as DevOps and Engineering to meet SLA requirements and achieve solutions.
Pre-Escalation Investigation: Investigate issues, document findings, and attempt resolution before escalating them.
Ticket Enrichment: Add replication steps and relevant links to internally escalated tickets, and translate customer terminology into standard Noggin terminology.

Inne informacje

Candidates can be located anywhere in Poland.
The position requires coverage on Saturday and Sunday, with rest days from Monday to Friday.

Motorola Solutions

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