Technical Support Specialist

at  Motorola Solutions

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.

BASIC REQUIREMENTS

• Exceptional skills in problem solving & time management
• Able 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 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, software, and hardware
• A familiarity with video surveillance cameras, ONVIF protocol, or other video streaming services is considered an asset.

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
• Bachelor’s Degree/Diploma with technical background
• Certifications such as, but not limited to: CCNA, MCSA, CompTIA A+
• Minimum of 1 year experience working with a CRM platform
• Experience working in environments using the KCS Methodology
  We believe that diversity spawns innovation – the more diverse our employees are, the more ideas and talents we have to excel as a leader in the technology sector. If you would like to be part of a dynamic team of people who are ambitious, focused, and hardworking then we look forward to meeting you!

TRAVEL REQUIREMENTS

Under 10%

Reporting to a Technical Support Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role will be defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be a part of a fast paced challenging environment, this opportunity is for YOU!

Responsibilities:

• Learn and maintain a strong understanding of Motorola Solutions software and products with a
• primary focus on Speciality Cameras
• Troubleshoot Motorola Solutions hardware and software products over the phone, chat and
• remotely
• 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, repairs
• Collaborate with the regional and global support teams to provide high quality and effective
• customer experience
• Be available to work on call for after hours and weekend emergency support
• Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’ pace of innovation