Hypercare Analyst - Remote

Overview

The Hypercare Analyst will be responsible for managing high-priority escalations and ensuring customer satisfaction by coordinating with multiple teams and maintaining detailed documentation.

In Short

• Identify accounts at risk of loss or negative brand awareness.
• Create a reportable structure for managing escalations.
• Monitor and report on escalated accounts.
• Facilitate meetings for stakeholders on current red accounts.
• Coordinate with various teams to drive issue resolution.
• Maintain documentation including RED records and action plans.
• Evaluate deployment readiness for escalated accounts.
• Monitor customer satisfaction and course-correct when necessary.
• Train support agents while maintaining ownership of deliverables.
• Contribute to process improvements for the Hypercare function.

Requirements

• High School diploma or equivalency.
• 3+ years of experience in project management or technical account management.
• Familiarity with Salesforce, Google Workspace, Jira, and Slack.
• Knowledge of Motorola Solutions products and services.
• Strong understanding of network troubleshooting and systems integration.
• Ability to manage high-stakes customer relationships.
• Legal authorization to work in the U.S. indefinitely.
• Willingness to occasionally work after business hours.

Benefits

• Incentive Bonus Plans.
• Medical, Dental, Vision benefits.
• 401K.
• 10 Paid Holidays.
• Generous Paid Time Off Packages.
• Employee Stock Purchase Plan.
• Paid Parental & Family Leave.
• Inclusive workplace culture.