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 The Global Services Command Central Software Deployment and Support Services Organization delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our support team is focused on Software Enterprise products such as 9-1-1 Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings. Job Description The Vesta Customer Service Manager (CSM) position resides in the Command Central Software Deployment and Support Services Organization within Global Services. This role is responsible for the day-to-day management of the Vesta 911 call handling customer services contracts and services relationships. The Vesta Customer Service Manager ensures we are meeting our contractual obligations and drives the appropriate resources to solve complex issues. The Support Services organization is dedicated to the long-term success of our customers through enhanced customer relationships, onsite technical expertise, and ongoing professional services. The Vesta Customer Support Manager reports to the Command Center Software Support Services Regional Services Manager Scope of Responsibilities/Expectations : Work in collaboration with Sales, Product, Engineering, Deployment, and CMSO Support teams throughout the customer engagement. Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management. Exercise judgment in selection methods and techniques for obtaining solutions. Ensure best practices are being adhered to within the customer's environment. Deliver consistent service levels by exceeding customer expectations and managing customer escalations. Facilitate life-cycle management of upgrades, technical service bulletins and system changes. Maintain awareness of all complex service matters including technical solutions implementations and activities. Report on technical performance, and providing reviews of relevant service requests open within a customer's environment Ability to explain technical problems and solutions to internal stakeholders and customers Ensure effective coordination and support between account teams and supporting technical resources. Build value-added relationships within the domain of the account to become the trusted technical advisor to the customer. Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers. ​ Specific Knowledge/Skills: 3+ years of experience working in a Customer Service/Customer Support environment preferred. Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1 preferred. Understanding of ServiceNow ticketing tools Understanding of the Google software suite Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed Exhibit strong ownership and follow through; own the customer’s issue and drive resolution to ensure the customer is satisfied with the end result Exceptional interpersonal skills required Strong determination in the face of challenges. Our customers count on dependable, reliable support Strong verbal and written communication skills Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required Confident individual who exceeds at responsibility and accountability Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service Adaptive and flexible individual who is willing to learn and make recommendations for improvements Ability to work and make decisions with minimal supervision Target Base Salary Range: $80,000 - $90,000 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. Basic Requirements Required Skills: High School diploma, Bachelor's Degree, OR 3+ years of experience in one of the following: Technical Customer Support, 911 Centers, or Public Safety required. Must be able to obtain a background clearance as required by our government customers. Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. #LI-JM3 #LI-REMOTE Travel Requirements 10-25% Relocation Provided None Position Type Experienced Referral Payment Plan Yes Our U.S. Benefits include: Incentive Bonus Plans Medical, Dental, Vision benefits 401K with Company Match 10 Paid Holidays Generous Paid Time Off Packages Employee Stock Purchase Plan Paid Parental & Family Leave and more! 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. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

• Manage the end-to-end order process for internet Upsell Internet Packages • Act as liason between sales team and other interal departments • Monitor orders and the statuses • Escalate calls as needed • Place outbound calls as needed to follow up on customers’ concerns or provide additional support • Remain calm and professional when handling escalated situations or upset customers • Build lasting relationships by earning customer trust and delivering consistent, reliable service • Work quickly and accurately in a fast-paced, dynamic environment • Manage multiple tasks and responsibilities with efficiency and focus • Communicate with a smile – your positivity and warmth come through every conversation

• Lead, coach, and develop the customer experience team to achieve individual and team performance goals. • Train and onboard new team members and support ongoing professional development. • Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate. • Assist with training initiatives based on performance trends and data insights. • Handle escalated customer issues, ensuring timely and effective resolution. • Identify root causes of customer dissatisfaction to improve the overall customer experience. • Lead customer experience improvement projects and change initiatives. • Represent Operations in partnership meetings to address customer concerns and provide operational insights. • Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements. • Develop and execute strategies to meet company business goals and enhance service delivery. • Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership. • Maintain knowledge base and self-service resources to support customers and internal teams. • Ensure consistent, professional communication across all customer support channels (phone, email, chat). • Prepare reports on customer trends, team performance, and improvement opportunities. • Provide trend analyses regarding customer issues and operational procedures. • Stay current on the latest industry trends, techniques, and best practices in customer experience and support. • Perform all other duties as assigned to support the team and organizational goals.

• Partner with customers to support SDK and API integrations, guiding them through implementation and troubleshooting. • Investigate and resolve technical issues across web and mobile environments, escalating thoughtfully when broader changes are needed. • Collaborate cross-functionally with Engineering, Product, Sales, and Customer Success to unblock customers and improve the overall product experience. • Debug issues across the stack, reading and contributing to code when needed to diagnose problems or improve reliability. • Identify recurring issues and suggest improvements to documentation, tooling, and internal processes. • Build strong familiarity with Argyle’s platform and data model to confidently support customer use cases and edge cases.