Support Analyst Level 2

About the Role

Join Noggin, a Motorola Solutions company, as a Support Services Analyst (Level 2) to provide exceptional technical support for our integrated resilience management platform, resolving complex customer issues and contributing to product improvement.

Responsibilities

• Deliver accurate, timely, and professional assistance via phone, email, portal, forums, and chat.
• Analyze customer issues and requirements to determine root causes.
• Document customer insights and recurring scenarios for knowledge base enhancement.
• Ensure strict adherence to Service Level Agreements (SLAs) for issue resolution.
• Act as the primary point of escalation and mentor for the offshore support team.
• Proactively advance product knowledge and contribute to the internal knowledge base.
• Share feature requests and functionality gaps with internal teams to shape the product roadmap.
• Coordinate with internal teams (DevOps, Engineering) to ensure SLA requirements are met.

Requirements

• 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 providing support to non-technical software users.
• Experience in software requirements gathering or problem analysis.
• Familiarity with modern service management practices and systems.
• Highly adept with support tools, including communication platforms and ticketing systems.
• Strong aptitude and enthusiasm for continuous learning.

Nice-to-Haves

• Experience with Artificial Intelligence (AI) tools or concepts.
• Experience with software integrations including exposure to APIs and working with JSON data.
• Familiarity with cloud platforms such as Amazon Web Services (AWS) and Microsoft Azure.