Technical Success Administrator ECM - motorolasolutions

Department Overview

Job Description

This position will be a Technical Success Administrator role, focused on Emergency Call Management (ECM) within the CCSW Technical Success Team. The role will be responsible for ECM Hybrid-Cloud adoption by driving the activation and deep integration of cloud-based products and components ensuring they work seamlessly with the agency's infrastructure and workflow. The System Manager role will assist in delivery configuration and workflow tuning as well as technical administration partnership and coaching. The Technical Success Administrator - ECM will provide advanced technical support of Public Safety software solutions in a fast-paced environment and will be an escalation point for no/low adoption customers. Must have strong knowledge of desktop support, networking (router and switch configuration & troubleshooting), telephony hardware, Telco knowledge, supporting software applications, and diagnosing complex system architectures. Must be diligent at researching, troubleshooting, understanding customer workflow needs, and demonstrating solutions.

The Technical Success Administrator responsibilities include but are not limited to:

Resolving post-deployment, non-break/fix Ad-Hoc ECM Service Requests

Diagnosing low-usage red flags and removal of underlying technical blockers

Configuration & Workflow Tuning across the ECM cloud suite and legacy Vesta 911 product utilized in Vesta Hybrid environments

Advanced mapping configuration to integrate supplemental data layers, floor plans and other functionality to ensure maximum situational awareness for Users

Remote and Keyboard-Side coaching to build Customer Administrator proficiency and system management independence

Manage and lead our relationship throughout the length of the customer engagement

Ensure that customer satisfaction goals are met both with internal business partners and externally and with the customer

Procure and coordinate any internal resources that may be needed to drive results

Remotely diagnose customer concerns and facilitate incident management as applicable

Travel in the US and Canada if onsite presence is required.

Qualifications:

Bachelor’s degree in Computer Science (or related degree) or equivalent work experience

4+ years of customer support experience

3+ years of IT support experience

Strong written and oral communication skills. (Fluent in English, oral and written)

Strong soft skills, interpersonal communication, and problem-solving skills.

Ability to handle stressful situations & troubleshoot critical issues while maintaining effective communication with Customer and Motorola Management.

Working knowledge of Analog and Digital Telephony

Microsoft MCSE or equivalent experience

Cisco CCNA certifications or related experience