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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Reporting to a Technical Support Team Lead, the Technical Support Specialist ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by: a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.
Maintain a strong understanding of Motorola Solutions software and products, including cameras, servers, access control and networks.
Troubleshoot Motorola Solutions hardware and software products over the phone, chat and through remote sessions
Concisely document software, hardware, and network information in a case management system
Provide an exceptional customer experience during calls, emails, chat, and customer escalations
Prioritize between tasks including inbound calls, existing case management, live chat, email requests
Collaborate with the regional and global support teams to provide high quality and effective customer experience
Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’ pace of innovation
Availability to work on call for after hours and weekend emergency support
Exceptional skills in problem solving & time management
Ability to provide timely updates and manage customer expectations
Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
A continuous learning mindset to digest the technical details of an ever evolving product line
Agile, resourceful learner with strong attention to detail
Candidates must be able to display a working knowledge with:
Applying technical concepts to troubleshooting procedures
Installing, configuring, and troubleshooting various operating systems, software, and hardware
IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
Preference will be given to candidates with the following skills and experience:
2+ years of customer support experience in specific technical support environments: video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk
Degree/Diploma in Computer Engineering, Computer Information Systems, System Administration, Computer Science or equivalent
Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+
A familiarity with the Onvif profile or other video streaming services
Experience working in environments using the KCS Methodology
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.
Originally posted on Himalayas
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