Senior Technical Support Specialist
Job ID: 100393
Department Description: Following limited supervision and utilizing in depth technical knowledge of Object Oriented Principles, HTML, CSS, Web Development, SQL,C++, C, C#, JAVA,.NET, Windows CE and Windows Mobile in order to provide second level technical support to Motorola Solutions customers including Motorola Solutions Associates, Value Added Resellers, Strategic Alliance Partners, OEM’s, end-users, etc. Using in depth programming knowledge and troubleshooting skills, respond to requests that are escalated to Tier II and provide training to other Motorola Solutions Associates, Value Added Resellers, Strategic Alliance Partners, and OEM’s.
Responsibilities/Expectations: This position will support customer developed applications for Motorola Solutions RhoMobile development platform.
• Maintain a high degree of technical competence and expertise on the Mobile Computing Division/RFID (MCD/RFID) family of products, in the area of design, functionality, technical specifications and support.
• Provides Level II direct phone software support to customers, Motorola Solutions Associates, Value Added Resellers, on the MCD/RFID product line.
• Provide Level II support to Tier One support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations.
• Provide technical training for Tier One support personnel and ongoing mentoring.
• Facilitate System Problem Reports (SPR) to the Engineering Department maintaining visibility with Engineering and the progress of the issue, and then communicate the solution to the customer.
• Review and approve knowledge content for use by internal support staff and external support channels.
• Establish and maintain relationships with Product Engineering and Product Management.
• Ensure proper software/hardware diagnostics tools are available and all technical associates utilize test procedures.
• Perform other duties as assigned by Manager.
Knowledge Skills: • 3+ years of software development or software engineering, or programming experience.
• Extensive knowledge of Objected Oriented Principles, CSS, HTML, Web Development, SQL, C++, JAVA, and .NET
• Must have excellent time management, communications skills; oral, written, and listening, strong problems solving skills and be able to interact effectively with customers in troubleshooting issues over the phone.
• Experience with Android, Windows Mobile, or other mobile software a plus
• BS Degree in Information Systems/Computer Science a plus
• Previous experience in Support Center / Helpdesk environment a plus.
Basic Qualifications: 3+ years of software development or software engineering, or programming experience
Experience in two or more of the following is required: HTML, CSS, Web Development, SQL, C++, C, C#, JAVA, and .NET
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