Tier I Support Representative

Motorola Solutions
Mexico
Full timeFunction: Solutions Engineering & Sales EngineeringExperience: 1+ yearsEducation: high_schoolSkills: ["Communication","Multitasking","Adaptability","Problem-solving","Customer service"]

Provide Tier I technical support to users through phone and wearable communication platforms. Diagnose and resolve hardware, software, and Wi‑Fi/networking issues, guiding users through step-by-step troubleshooting. Accurately log and track service requests end-to-end in Zendesk, and escalate complex problems to Tier 3 teams, software developers, and technology engineers. Maintain daily priorities in a fast-paced environment while translating technical solutions for diverse stakeholders.

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Motorola Solutions
Motorola Solutions
1 month ago

Tier I Support Representative

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Source: Company careers pageValidated by: Fursa AI
Last checked: 40 days agoStatus: Live

Job Summary

Provide Tier I technical support to users through phone and wearable communication platforms. Diagnose and resolve hardware, software, and Wi‑Fi/networking issues, guiding users through step-by-step troubleshooting. Accurately log and track service requests end-to-end in Zendesk, and escalate complex problems to Tier 3 teams, software developers, and technology engineers. Maintain daily priorities in a fast-paced environment while translating technical solutions for diverse stakeholders.
Location: Mexico
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •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 for rapid resolution.
  • •Log, track, and maintain comprehensive service request histories in Zendesk across the complete issue lifecycle.
  • •Collaborate with and escalate complex technical challenges to Tier 3 service teams, software developers, and technology engineers.
  • •Multi-task and set daily priorities while translating complex technical terms into accessible language for stakeholders.

Key Requirements

  • •High School Diploma or equivalent.
  • •1+ year of experience in a customer service position.
  • •Ability to analyze and diagnose networking hardware, Wi‑Fi connectivity, and wearable communicator hardware or software issues.
  • •Proficiency with Zendesk (or similar) to document, manage, and analyze service request lifecycles.
  • •Excellent command of English and Spanish (verbal and written) to explain technical solutions.
Experience:1+ years
Education:High School
Skills:CommunicationMultitaskingAdaptabilityProblem-solvingCustomer service
Languages:EnglishSpanish
Tech Stack:ZendeskMS Office SuiteWi-FiNetworking infrastructure

Company Brief

Motorola Solutions
Provides mission-critical communications products and services, including radios, software, video security, and command center solutions for public safety, government, and enterprise customers worldwide.
Industry: Surveillance & Security Hardware
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1928
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn