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.
Department Overview Overview:
Motorola Solutions Video Security & Access Control division is hiring a Technical Support Analyst for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Analyst 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.
Responsibilities:
Maintain a strong understanding of Motorola Solutions cloud software and products, including cameras, access control hardware, cloud software, mobile applications, key cards, and networks.
Troubleshoot Motorola Solutions hardware and software products over phone, chat, web 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
Be available to work on call for after hours and weekend support
Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’ pace of innovation
Resolve clients’ software or hardware issues by troubleshooting and diagnosing network and data problems, including utilizing diagnostics tools, exporting debug logs, analyzing log files, and reporting escalations to engineering
Job Description
Provides tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance. Executes customer operations policies and procedures. Builds and maintains positive, effective, and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations. Leads process improvement initiatives.
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Basic Requirements
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
Demonstrates 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
Basic understanding of Linux Commands to navigate system logs a plus.
Familiarity with legacy Access Control systems (Software & Hardware installations)
Familiarity with basic wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third party software)
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
Multi language proficiency
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!
#LI-YK1 #LI-REMOTE
Travel Requirements 10-25%
Relocation Provided None
Position Type Experienced
Referral Payment Plan Yes
Motorola Solutions
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