Tier I Support Representative

About the role

The Tier I Support Representative provides first‑line technical assistance to users of Motorola Solutions' technology ecosystem. Working within the Customer Support organization, you will diagnose and resolve hardware, software, and networking issues via phone or wearable communication devices, ensuring rapid and satisfactory outcomes.

Key responsibilities

• Investigate, diagnose, and resolve technical problems related to hardware, software applications, and Wi‑Fi or broader networking infrastructure.
• Guide users through step‑by‑step troubleshooting over the phone and through wearable communicator platforms.
• Log, track, and maintain comprehensive service request histories in Zendesk throughout the issue lifecycle.
• Collaborate with Tier 3 support teams, software developers, and technology engineers to escalate and resolve complex challenges.
• Act as an internal liaison, maintaining clear communication between engineering teams and external partners.
• Prioritize multiple tasks in a fast‑paced environment and translate technical concepts into accessible language for diverse stakeholders.

Required profile

• Bachelor’s degree or equivalent practical experience.
• Strong analytical and problem‑solving abilities.
• Excellent verbal communication skills and a customer‑focused attitude.
• Ability to multitask, prioritize, and work effectively in a high‑performing team.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Networking fundamentals
• Wi‑Fi configuration and support
• Zendesk ticketing system