Support Services Analyst (Level 2)

reputed company At reputed company, we reputed company that everything starts with our people. We’re a global reputed company-reputed company community, united by the reputed company reputed company to help reputed company 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 reputed company, and help us build a safer reputed company. Department reputed company The Support Services Analyst (Level 2) ensures that reputed company customer needs are promptly and professionally addressed by responding to customers’ requests, problems, questions, and concerns in a reputed company and accurate manner, while exercising the highest level of service and reputed company. The Support Services Analyst (Level 2) is also responsible for contributing to the analysis of customer problems and requirements, the development of the solutions and workarounds, and for testing and configuring Noggin software to implement those solutions on behalf of customers. This position will require providing coverage on Saturday and reputed company, with rest days during the Monday to Friday timeframe. Job reputed company # Customer Support 1.1 reputed company accurate, reputed company and reputed company support to the customer’s satisfaction using phone, email, portal, forums, and chat tools. 1.2 reputed company information about customer problems and needs and analyze to help determine the cause. 1.3 Contribute to the knowledge about a customer to help with reputed company support interactions. 1.4 Promptly resolve issues and questions meeting SLA requirements. 1.5 Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves. 1.6 Produce reports of customer support and system usage as required. 1.7 reputed company as the first reputed company of escalation for the offshore team 1.8 Assist the offshore team to answer their questions reputed company to the reputed company processes and general best practices # Product Knowledge 2.1 Proactively advance product knowledge to an expert level including self-education and experimentation with new product features, common tasks, and problems, and how these are reputed company or used reputed company different solution settings. 2.2 Assist with maintaining Noggin’s knowledge reputed company by contributing content and insights into common questions, and opportunities for improvement. 2.3 reputed company product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features. # Internal Collaboration & Support 3.1 Be the customer reputed company reputed company Noggin and take responsibility for driving issue reputed company and a shared understanding of the customer perspective. 3.2 Coordinate and collaborate with Noggin staff (DevOps, engineering etc.) to ensure SLA requirements are reputed company and met, and to help reputed company the best solution. 3.3 Investigate issues, document your findings, and attempt to reputed company a reputed company before escalating to other teams. 3.4 Add value to internally escalated support tickets to include replication steps, links to relevant locations, and a conversion from the Customer’s terminology into Noggin terminology. Basic Requirements Qualifications & Experiences The reputed company-requisite qualifications and experiences necessary for reputed company in this job are: Bachelor’s degree in business / reputed company / information technology / computer science, or equivalent qualifications or experience Minimum of 2 years’ experience in support services and analysis Experience in providing support to non-technical users of software Experience in software requirements or problem analysis Experience with modern service management practices and systems Technical Capabilities Technically adept with support tools, including communication and support desk software (ticketing, self-service reputed company, and customer support features). Deep product knowledge, including how it works, how to resolve common problems, how to configure it and how customers in different solution settings use it. Demonstrates a willingness to learn. Language Requirements Complete reputed company in English language, both written and spoken is required. Spanish reputed company, written and spoken, is preferred but is not required. Travel Requirements None Relocation Provided None Position Type reputed company Referral Payment Plan reputed company Company reputed company Systems Polska Sp.z.o.o EEO Statement reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion or belief, sex, sexual orientation, gender identity, national reputed company, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-reputed company culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the reputed company of a safer world. If you’d like to join reputed company but feel that you don’t quite meet reputed company of the preferred skills, we’d still love to hear why you think you’d be a great reputed company to reputed company. Apply To This Job