Software Customer Support Manager (TX Remote)

Motorola Solutions is a global community dedicated to the safety of people and property. They are seeking a Software Customer Support Manager to manage customer service contracts and relationships for CommandCenter Software, ensuring contractual obligations are met and providing expertise in software and mobile video solutions.

Responsibilities:

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement
• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management
• Exercise judgment in selection methods and techniques for obtaining solutions
• Ensures best practices are being adhered to within the customer's environment
• Delivers consistent service levels by exceeding customer expectations and managing customer escalations
• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans
• Maintains awareness of all complex service matters including technical solutions implementations and activities
• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment
• Can explain technical problems and solutions to team/client members
• Ensures effective coordination and support between account teams and supporting technical resources
• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer
• Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations

Requirements:

• High School diploma, or Associates, or Bachelor's Degree, OR 3+ years of experience in one of the following: Technical Customer Support, 911 Centers, or Public Safety required
• Must be able to obtain a background clearance as required by our government customers
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• 3+ years of experience working in a Customer Service/Customer Support environment preferred
• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment
• Understanding of ServiceNow ticketing tools
• Understanding of the Google software suite
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
• Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
• Exhibit strong ownership and follow through; own the customer's issue and drive resolution to ensure the customer is satisfied with the end result
• Exceptional interpersonal skills required
• Strong determination in the face of challenges. Our customers count on dependable, reliable support
• Strong verbal and written communication skills
• Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
• Proficient computer skills with emphasis on windows based applications
• Customer focused; detail orientated individual
• Ability to maintain a positive attitude in a high stress/at times confrontational situations
• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
• Confident individual who exceeds at responsibility and accountability
• Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
• Adaptive and flexible individual who is willing to learn and make recommendations for improvements
• Ability to work and make decisions with minimal supervision