Tier I Support Representative

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Our Support team serves as the vital link between our technology ecosystem (Theatro) and our users. We are dedicated to resolving technical issues, answering hardware and network questions, and helping to provide exceptional user satisfaction so our customers can focus on what matters most.

Job Description

At Motorola Solutions, everything starts with our people, and we empower each and every Motorolan to do their best work to protect what matters most. As a Technical Support Representative, you will work within our Customer Support organization providing crucial technical support services to help resolve user inquiries quickly and efficiently. In this role, you will investigate and troubleshoot hardware, software, and networking issues over the phone or through wearable communication platforms.

You will act as an internal liaison to help ensure seamless issue resolution by collaborating with internal technology engineers, Tier 3 support teams, and developers. By accurately logging and tracking service requests through systems like Zendesk, you will help to provide operational rhythm, clarity, and continuous communication across all support activities. Bachelor's degree or equivalent practical experience is valued as you navigate complex situations and deliver solutions in a dynamic environment.

Key Responsibilities

Technical Troubleshooting & User Support

• Investigate, diagnose, and resolve technical issues related to hardware operations, software applications, and Wi-Fi or networking infrastructure

• Walk users through step-by-step troubleshooting processes over the phone and via wearable communicator devices to achieve rapid resolution

• Log, track, and maintain comprehensive service request histories through the Zendesk support platform across the complete issue lifecycle

Cross-Functional Collaboration & Escalation

• Collaborate and escalate complex technical challenges to Tier 3 service teams, software developers, and technology engineers

• Serve as an internal liaison keeping lines of communication clear and flowing between internal engineering teams and external partners

• Establish and refine internal support processes to help provide seamless, end-to-end issue resolution

Operational Execution & Process Priority

• Multi-task and set daily priorities effectively in a fast-paced, high-performing operational environment

• Translate complex technical terms and solutions into accessible language for both technical and non-technical stakeholders

• Approach support challenges with initiative, adaptability, and an inclusive perspective to evaluate situations from multiple points of view

Basic Requirements

• High School Diploma or equivalent

• 1+ year of experience in a customer service position

Job Requirements

Technical Expertise

• Networking Infrastructure to analyze and diagnose issues relating to networking hardware, Wi-Fi connectivity, and wearable communicator hardware or software applications

• Support System Proficiency to document, manage, and analyze service request lifecycles using Zendesk or similar ticketing systems

• Computer Skills to navigate MS Office Suite and specialized technical troubleshooting tools efficiently

• Language Proficiency to demonstrate an excellent command of English and Spanish (verbal and written) to clearly explain technical solutions to diverse stakeholders

Professional Experience

• Shift Availability & Adaptability to maintain reliable attendance and flexibility across 1st shift, 2nd shift, and weekend operational hours

• Customer Support Operations to investigate technical inquiries, drive workflow rhythm, and deliver timely status updates

• Cross-Functional Collaboration to partner across engineering, developer, and Tier 3 teams to help resolve escalated technical issues

• Multitasking & Prioritization to execute tasks, set priorities, and adapt independently or as part of a team in a fast-paced environment

Preferred Qualifications (Optional)

• Prior experience with hardware operations, wearable tech devices, or wireless communications support

#LI-AN1

Travel Requirements

None

Relocation Provided

None

Position Type

New Grad

Referral Payment Plan

Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.