Solving for safer
Support Services Analyst
Location
Poland
Posted
1 day ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Support Services Analyst
Motorola Solutions
Role Description The Support Services Analyst (Level 2) ensures that all customer needs are promptly and professionally addressed by responding to customers’ requests, problems, questions, and concerns in a timely and accurate manner, while exercising the highest level of service and quality. This position will require providing coverage on Saturday and Sunday, with rest days during the Monday to Friday timeframe. Customer Support - Provide accurate, timely and professional support to the customer’s satisfaction using phone, email, portal, forums, and chat tools. - Gather information about customer problems and needs and analyze to help determine the cause. - Contribute to the knowledge about a customer to help with future support interactions. - Promptly resolve issues and questions meeting SLA requirements. - Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves. - Produce reports of customer support and system usage as required. - Act as the first point of escalation for the offshore team. - Assist the offshore team to answer their questions related to the system, support processes and general best practices. Product Knowledge - 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 applied or used within different solution settings. - Assist with maintaining Noggin’s knowledge base by contributing content and insights into common questions, and opportunities for improvement. - Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features. Internal Collaboration & Support - Be the customer advocate within Noggin and take responsibility for driving issue resolution and a shared understanding of the customer perspective. - Coordinate and collaborate with Noggin staff (DevOps, engineering etc.) to ensure SLA requirements are understood and met, and to help achieve the best solution. - Investigate issues, document your findings, and attempt to find a resolution before escalating to other teams. - 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. Qualifications - Bachelor’s degree in business / commerce / 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. Requirements - Technically adept with support tools, including communication and support desk software (ticketing, self-service options, 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. - Complete fluency in English language, both written and spoken is required. - Spanish fluency, written and spoken, is preferred but is not required. Benefits - None Company Description 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.
Related Guides
Related Categories
Related Job Pages
More Analyst Jobs
Project Portfolio Specialist I (Jira Support & PMO Analyst)
Quetzal International Services, SASWe are excited about the possibility of you joining our team! Apply now and take the next step in your career with Quetzal International Services, SAS!
Role Description Are you the go-to person when someone needs help configuring Jira? Do you love organizing tasks, tracking timelines, and keeping workflows running smoothly? We are looking for a Project Portfolio Specialist I with a strong, hands-on operational focus to become the core support engine of our PMO. This is a Junior, execution-heavy role designed for someone who knows Jira inside out and loves providing technical and operational support. You will partner directly with our Project and Portfolio Managers, taking the operational heavy lifting off their shoulders. From creating tasks and mapping milestones to troubleshooting Jira issues, you will be the ultimate enabler for our team’s success. Key Responsibilities - Jira Support & Administration: Act as the internal "Jira Hero" for the PMO. Help Project Managers create, configure, and maintain their project boards (Scrum/Kanban). - Task & Backlog Loading: Sit down with managers to actively create, clean, and structure tasks, Epics, and user stories within Jira, ensuring data hygiene is flawless. - Milestone & Timeline Tracking: Input and monitor project milestones, dependencies, and deadlines. You will ensure that what is planned in the managers' heads is accurately reflected in Jira. - Operational Troubleshooting: Resolve daily Jira issues for the team (permission settings, custom field adjustments, workflow configurations, and basic automation rules). - Team Enablement: Guide and support team members who are less technical on how to use Jira correctly, ensuring everyone follows our PMO standards. Qualifications - 1–3 years of hands-on experience in an operational PMO support role, project coordination, or as a Jira power-user/junior administrator. - Deep, practical knowledge of Jira Software Cloud (workflows, issue types, components, screens, and basic JQL). You know Jira from start to finish at an execution level. - You enjoy execution, data entry, and structural organization. You are comfortable handling repetitive but highly critical operational tasks. - A true team player with a "how can I help you?" attitude. You enjoy unblocking others and working side-by-side with managers. - Basic understanding of Agile (Scrum/Kanban) and traditional project frameworks. - Full professional proficiency in English (written and spoken) to collaborate with global teams. Benefits - Full-time, indefinite contract (Contrato a término indefinido) with all legal benefits. - 100% Employer-paid Health Insurance for you and your qualified dependents. - Full dental coverage. - Life Insurance policy included. - Generous Paid Time Off (PTO) and Sick Leave to ensure you stay energized.
Application Support Analyst N2 Full (3rd shift|Night)
MateraEsta vaga é aberta para todas as pessoas com ou sem deficiência. Encorajamos todas as pessoas com deficiência que se enquadram no perfil da vaga a se candidatarem. Estamos empenhados em proporcionar um ambiente de trabalho inclusivo e acessível, onde todas as pessoas tenham oportunidades iguais de atingir seu potencial máximo. A seleção será baseada em suas habilidades, qualificações e vivência. Responsável pelo processo: Gabriella Faria #LI-GF
Role Description Você será o ponto focal de suporte para a nossa solução de missão crítica, garantindo a estabilidade e a alta disponibilidade do sistema que processa grandes volumes de movimentações financeiras para clientes B2B de grande porte. Sua atuação será em um cenário de alto impacto, operando de forma autônoma e proativa na resolução de incidentes complexos durante o período noturno. - Realizar investigações profundas (troubleshooting) através da análise de aplicações em Java e execução de consultas em banco de dados relacional para diagnosticar a causa raiz de falhas. - Monitorar o fluxo de integração de dados. - Apoiar a sustentação do ambiente, atuando com forte foco em melhoria contínua dos processos do time. Qualifications - Ensino superior completo nas áreas de Tecnologia da Informação, Engenharia, Análise de Sistemas ou correlatas. - Vivência em suporte de aplicações e atendimento à clientes B2B, preferencialmente lidando com sistemas críticos. - Forte capacidade analítica e experiência prática em troubleshooting (diagnóstico e resolução de problemas de software). - Sólida experiência em banco de dados (Ex: MySQL ou Oracle / PL-SQL) com capacidade de criar, editar e analisar scripts de banco de dados. - Experiência em análise e interpretação de logs de aplicação estruturada em Java. - Familiaridade com consumo e teste de APIs (utilizando ferramentas como Postman ou Swagger). - Disponibilidade total para trabalhar no 3º turno (madrugada: das 00:00 às 09:00) e atuar em escala de plantão/sobreaviso de acordo com o cronograma da equipe. Requirements - Conhecimento em mensageria e integração via filas (AWS SQS, AWS SNS, RabbitMQ ou Oracle AQ). - Noções de monitoramento de performance de aplicações (APMs como Dynatrace, New Relic) ou vivência com ferramentas de log/métricas. - Vivência ou conhecimento sobre as dinâmicas do mercado financeiro e meios de pagamento. Benefits - Cesta de benefícios flexíveis, você pode optar pelo que melhor se adequa com suas necessidades sendo possível escolher entre: Plano Odontológico, Flexfood (vale-refeição/vale alimentação), Transporte (mobilidade, vale transporte* e estacionamento*) e Auxílio creche (para crianças até 5 anos). - Plano de saúde nacional. - PLR. - Seguro de vida. - Licença parental. - Dayoff de aniversário. - Programa de incentivo a saúde física (wellhub, meditação e ginástica laboral). - Programa de incentivo a saúde mental. - Treinamento e capacitações (universidade corporativa, Voxy e Alura). - Parceria com o Sesc. - Kit boas-vindas. - Estacionamento e vale transporte para vagas híbridas ou presenciais. Company Description Esta vaga é aberta para todas as pessoas com ou sem deficiência. Encorajamos todas as pessoas com deficiência que se enquadram no perfil da vaga a se candidatarem. Estamos empenhados em proporcionar um ambiente de trabalho inclusivo e acessível, onde todas as pessoas tenham oportunidades iguais de atingir seu potencial máximo. A seleção será baseada em suas habilidades, qualificações e vivência. Responsável pelo processo: Gabriella Faria #LI-GF
• Submit fully documented customer issues into a ticket management system • Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue • Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle • Understand and assist with all internal and external escalations • Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
• Perform initial contingency calculations. • Perform contingency calculations for decisions (judgments and appellate decisions). • Prepare execution-phase calculations (submissions, objections, and various filings). • Prepare supporting calculations for EE and AP, draft counter-arguments, settlement breakdowns, and calculation updates. • Respond to attorneys' emails. • Prepare accounting opinions/reports. • Prepare provision calculations. • Perform judgment quantification (liquidation), defenses (contestations) and enforcement calculations.
