Support Services Analyst (Level 2)

O projekcie Noggin, a Motorola Solutions company, is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.The Support Services Analyst (Level 2) ensures that all customer needs are addressed promptly, professionally, and accurately. You will serve as a key point of contact for resolving complex requests, problems, and inquiries while delivering exceptional service quality. Additionally, this role contributes to problem and requirements analysis, solution development, workaround documentation, and the configuration of Noggin software to implement solutions on behalf of clients.

Zakres obowiązków

• Delivering Quality Support: Provide accurate, timely, and professional assistance via phone, email, portal, forums, and chat tools to ensure high customer satisfaction.
• Problem Analysis: Gather and analyze information regarding customer issues and requirements to determine root causes efficiently.
• Knowledge Contribution: Document customer insights and recurring scenarios to streamline future support interactions.
• SLA Compliance: Promptly resolve issues and answer questions in strict adherence to Service Level Agreements (SLAs).
• Quality Assurance: Confirm that technical workarounds and resolutions are fully satisfactory before requesting final customer confirmation.
• Reporting: Produce regular reports on customer support metrics and system usage as required.
• Escalation Support: Act as the primary point of escalation and mentor for the offshore support team, answering questions related to systems, support processes, and best practices.
• Expertise Development: Proactively advance product knowledge through self-education, experimentation with new features, and exploring common use cases across different solution settings.
• Knowledge Base Maintenance: Contribute content, troubleshooting tips, and improvement insights to Noggin’s internal knowledge base.
• Product Roadmap: Share feature requests and functionality gaps with internal teams to help shape the product roadmap and drive high-value enhancements.
• Customer Advocacy: Act as the voice of the customer within Noggin, driving issue resolution and fostering a shared understanding of the user perspective.
• Cross-Functional Collaboration: Coordinate with internal teams (such as DevOps and Engineering) to ensure SLA requirements are met and optimal solutions are achieved.
• Pre-Escalation Investigation: Thoroughly investigate issues, document findings, and attempt resolution before escalating to other teams.

Wymagania Requirements Qualifications & Experience

• Bachelor’s degree in Business, Commerce, Information Technology, Computer Science, or equivalent qualifications/experience.
• Minimum of 1 year of professional experience in software application support.
• Experience in providing support to non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Preferred: Experience with Artificial Intelligence (AI) tools or concepts.
• Preferred: Experience with software integrations including exposure to APIs and working with JSON data
• Preferred: Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure

Technical Capabilities

• Highly adept with support tools, including communication platforms, ticketing systems, self-service options, and customer support features.
• Deep product knowledge, including system mechanics, common troubleshooting workflows, configuration principles, and diverse solution settings.
• Strong aptitude and enthusiasm for continuous learning.