Tier I Support Representative

About the role

Motorola Solutions' Support team acts as the link between its technology ecosystem (Theatro) and its users, resolving technical issues and answering hardware and network questions. As a Tier I Support Representative, you will investigate and troubleshoot hardware, software and networking issues over the phone or through wearable communication platforms, acting as an internal liaison with technology engineers, Tier 3 support teams and developers. You will log and track service requests in systems such as Zendesk.

Key responsibilities

• Investigate, diagnose and resolve hardware, software and Wi-Fi or networking issues, walking users through step-by-step troubleshooting over the phone and via wearable devices
• Log, track and maintain service request histories in Zendesk across the full issue lifecycle
• Escalate complex issues to Tier 3 teams, software developers and technology engineers, and keep communication clear between internal engineering teams and external partners
• Help establish and refine internal support processes for end-to-end issue resolution
• Set daily priorities in a fast-paced environment and explain technical solutions simply to technical and non-technical stakeholders

Required profile

• High school diploma or equivalent
• 1+ year of experience in a customer service position
• Excellent verbal and written English and Spanish
• Ability to attend 1st shift, 2nd shift and weekends reliably
• Experience investigating technical inquiries, working with engineering and developer teams, and prioritizing in a fast-paced setting

Required skills

• Networking infrastructure: analyzing and diagnosing networking hardware, Wi-Fi connectivity and wearable communicator hardware or software
• Ticketing systems such as Zendesk or similar
• MS Office Suite and technical troubleshooting tools

Preferred: prior experience with hardware operations, wearable tech or wireless communications support. No travel required, no relocation provided.