Role Description
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 hardware, software or systems, and the curiosity to learn about a diverse set of technologies.
Responsibilities
- Learn and maintain a strong understanding of Motorola Solutions software and products with a primary focus on On-Prem Video Management, Cameras and Access Control products
- Troubleshoot Motorola Solutions hardware, software and systems 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’s pace of innovation
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.
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
Technical Knowledge
- Applying technical concepts to troubleshooting procedures
- Installing, configuring, and troubleshooting various, software, and hardware
- IP networking fundamentals: routers, VLANs, RTP, TCP/IP, UDP, IGMP and Multicasting
Preferred 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)
- A familiarity with video surveillance technology (cameras, ONVIF protocol, storage, etc), Access Control or other video streaming services is considered an asset
- 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
