COMPANY OVERVIEW

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

JOB DESCRIPTION

Reporting to the Manager, the Technical Support Specialist will provide exceptional customer service and technical support to clients, allowing them to effectively use our leading-edge cloud managed technology for Video security. Resolve clients’ software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; exporting debug logs, analyzing log files, replicating and reproducing customer issues and reporting escalations/bugs to Senior Support.

What You Will Do:

• Handle inbound support calls and chat/Whatsapp/SMS inquiries as well as requests from the Partner Portal/Support Community. Make outbound calls to customers and respond to support requests additionally via email.
• Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case.
• Escalate unresolved issues in a timely manner after collaborating with fellow team members.
• Contribute to a living KCS (Knowledge Centered Services) environment, creating KB articles when required, updating existing articles and attaching to relevant cases while providing to clients for their reference.
• Any project work as needed by the department Manager.
• This is a static schedule of Tuesday - Saturday 8am -4:30pm Pacific Time.
• Candidates must have the ability to work weekends Saturday with a shift start time of 8am - 10am Pacific Time.

Documentation, Collaboration, Coordination and Training:

• Participate in internal training sessions with Senior Support/Escalations and Development while utilizing the demo lab and beta environment as test beds.
• Provide internal technical support assistance through Slack and/or Google Meet to various internal stakeholders including Product, Sales, and Leadership and more.
• Collaborate with other technical support members and provide information to others by utilizing internal Confluence pages, KCS, and published FAQ’s.
• Create, edit and submit internal knowledge base (KCS) articles to assist other team members in the future.

Software Testing and Test lab:

• Reproduce and resolve customer issues with software and or hardware.
• Frequently test hardware and software by utilizing the beta release environment and report issues up to Senior Support/Escalations as necessary.

Preferred Qualifications:

• Effective communication, both written and verbal with exceptional interpersonal skills.
• Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team.
• General understanding of Windows Server 2012-2019, Windows 7/8/10.
• General understanding of computer hardware and networking
• General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems.
• College Degree in Administration, Computer Science, IT, Technology.
• CompTIA A+/CCNA/Networking or PC Tech-related certificates are considered assets.
• Prior support/troubleshooting experience with VMS/IP Cameras is considered an asset.

This position is a remote position and candidates can be located anywhere in Canada.

LI-TW1

BASIC REQUIREMENTS

• High School diploma
• 2+ years Technical Support/Customer Service/Helpdesk experience.
• 2+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

TRAVEL REQUIREMENTS

None

• Handle inbound support calls and chat/Whatsapp/SMS inquiries as well as requests from the Partner Portal/Support Community. Make outbound calls to customers and respond to support requests additionally via email.
• Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case.
• Escalate unresolved issues in a timely manner after collaborating with fellow team members.
• Contribute to a living KCS (Knowledge Centered Services) environment, creating KB articles when required, updating existing articles and attaching to relevant cases while providing to clients for their reference.
• Any project work as needed by the department Manager.
• This is a static schedule of Tuesday - Saturday 8am -4:30pm Pacific Time.
• Candidates must have the ability to work weekends Saturday with a shift start time of 8am - 10am Pacific Time