Motorola Solutions

Technical Success Administrator - Emergency Call Management (ECM)

Motorola Solutions$115K — $130K *
US-Anywhere
+ 45 other locationsRemote
Telecommunications & Hardware
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science or equivalent work experience
  • 4+ years of customer support experience
  • 3+ years of IT support experience
  • Strong written and oral communication skills in English
  • Ability to troubleshoot critical issues under stress
  • Working knowledge of Analog and Digital Telephony
  • Microsoft MCSE or equivalent experience
  • Cisco CCNA certification or related experience
  • Experience with Windows Server and various Operating Systems
  • Experience with troubleshooting LAN/WAN and VOIP applications

Responsibilities

  • Resolve post-deployment ECM Service Requests
  • Diagnose low-usage issues and technical blockers
  • Tune configuration and workflows across ECM cloud suite
  • Configure advanced mapping for situational awareness
  • Provide remote coaching to enhance customer proficiency
  • Manage customer relationships throughout engagement
  • Ensure internal and external customer satisfaction goals are met
  • Diagnose customer concerns and facilitate incident management

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!
Full Job Description
Department Overview
"The Motorola Solutions Technical Success team is dedicated to eliminating technical obstacles that prevent existing customers from fully leveraging or adopting our cloud and hybrid products. We will engage with the customer's Technical Buying Influence to ensure our solutions are not only available to end-users but are also well-understood and fully utilized, thereby driving adoption and strengthening product stickiness across the portfolio.

We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and, through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter."
Job Description

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.
  • The Technical Success Administrator responsibilities include but are not limited to:
    • 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.
  • Qualifications:
    • 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


Desired Qualifications:
  • Vesta 9-1-1 product line expertise
  • Vesta NXT, Hybrid, Continuity expertise
  • Public Cloud and Private Cloud architecture(s)
  • Experience with VMware virtualization suites
  • Experience with Cloud Technologies (Azure or AWS)
  • Experience with Computer Telephony Integration (CTI) Applications
  • Experience with database related technology and administration (MySql or SQL Server)
  • Experience with firewalls and security related applications
  • Experience with GIS applications.
  • Experience with Motorola Solutions Command Central suite


Target Base Salary Range: $115,000 - $130,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-JM2

#LI-REMOTE

Basic Requirements
  • Bachelor's Degree OR 5+ years of experience in technical customer support
  • This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position & Must be able to obtain background clearance as required by government customer

Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:
  • 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!


About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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