Technical Success Administrator – Emergency Call Management
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Job Description
Technical Success Administrator focusing on Emergency Call Management at Motorola Solutions. Supporting cloud integration and providing technical assistance to ensure customer satisfaction and software usage.
Responsibilities:
- This position will be a Technical Success Administrator role, focused on Emergency Call Management (ECM) within the CCSW Technical Success Team.
- The role will be responsible for ECM Hybrid-Cloud adoption by driving the activation and deep integration of cloud-based products and components ensuring they work seamlessly with the agency's infrastructure and workflow.
- The System Manager role will assist in delivery configuration and workflow tuning as well as technical administration partnership and coaching.
- The Technical Success Administrator - ECM will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for no/low adoption customers.
- Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications, and diagnosing complex system architectures.
- Must be diligent at researching, troubleshooting, understanding customer workflow needs, and demonstrating solutions.
- Resolving post-deployment, non-break/fix Ad-Hoc ECM Service Requests
- Diagnosing low-usage red flags and removal of underlying technical blockers
- Configuration & Workflow Tuning across the ECM cloud suite and legacy Vesta 911 product utilized in Vesta Hybrid environments
- Advanced mapping configuration to integrate supplemental data layers, floor plans and other functionality to ensure maximum situational awareness for Users
- Remote and Keyboard-Side coaching to build Customer Administrator proficiency and system management independence
- Manage and lead our relationship throughout the length of the customer engagement
- Ensure that customer satisfaction goals are met both with internal business partners and externally and with the customer
- Procure and coordinate any internal resources that may be needed to drive results
- Remotely diagnose customer concerns and facilitate incident management as applicable
- Travel in the US and Canada if onsite presence is required.
Requirements:
- Bachelor’s degree in Computer Science (or related degree) or equivalent work experience
- 4+ years of customer support experience
- 3+ years of IT support experience
- Strong written and oral communication skills. (Fluent in English, oral and written)
- Strong soft skills, interpersonal communication, and problem-solving skills.
- Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.
- Working knowledge of Analog and Digital Telephony
- Microsoft MCSE or equivalent experience
- Cisco CCNA certifications or related experience
- In depth installation, configuration, and troubleshooting experience for Windows Server 2008, 2012, Windows 7, Windows 10 Operating Systems
- Experience with Windows Domain architecture/ integration / Active Directory
- Experience in providing Linux/UNIX technical support to customers
- Experience with troubleshooting various server/desktop hardware related issues
- Experience with Servers (Dell and HP)
- Experience troubleshooting LAN/WAN
- Experience with VOIP applications
- Experience troubleshooting 3rd party application integration
Benefits:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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