Technical Support Specialist
Posted Updated
Description
- Motorola Solutions Video Security & Access Control division is hiring a Hybrid Technical Support Engineer for its industry-leading, disruptive Cloud Video & Access Control platforms
- Reporting to a Technical Support Manager, the Technical Support Engineer 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
- Troubleshoot and resolve complex hardware and software issues over the phone, live-chat, and email, using remote sessions and diagnostic tools
- Maintain deep product knowledge across a quickly evolving product line
- Document all customer and technical information concisely in a case management system
- Prioritize tasks effectively to manage incoming contacts and existing cases
- Occasionally provide after-hours/weekend support on call
- Accommodate Tuesday-Saturday or Wednesday-Sunday working schedule if needed
Benefits
- Flexible work models
- Paid time off
- Paid parental and family leave
- Health care benefits
- Global wellness resources
- Employee assistance programs
- Rotation programs
- Mentor relationships
- Learning and development opportunities
- Retirement benefits
- Employee bonuses
- Stock grants & employee stock purchase plans
- Self-starter who can work independently and is dedicated to continuous technical learning
- Fluency in English (written and oral) with excellent communication skills to explain complex technical problems clearly to all customers
- Ability to manage pressure and customer expectations while troubleshooting critical issues
- Working knowledge of TCP/IP networking concepts, operating systems, software, and hardware installation/troubleshooting
- Strong problem-solving and analytical skills with a proven ability to diagnose and replicate technical issues (including reviewing basic logs and network data)
- Relevant Degree/Diploma (e.g., Computer Science) or Technical Certifications (CCNA, CompTIA A+, etc.)
- Experience with CRM systems
- Experience in Video Security, Access Control, Cloud Software, or enterprise hardware support
- Some relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware support