Silent Sentinel Support

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Overview:

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. 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 Silent Sentinel 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 Solutionss pace of innovation

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

• Bachelors Degree/Diploma with technical background

• Linux

• 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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.

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. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.