Motorola Solutions

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Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview
Reporting to a Technical Support Team Lead, the Technical Support Specialist 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.
Job Description

Responsibilities:

  • Maintain a strong understanding of Avigilon software and products, including cameras, servers, and networks.
  • Troubleshoot Avigilon hardware and software products over the phone 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
  • Continuously learns new skills, technologies & products; keeping up with Avigilon’s 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
  • 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

Preference will be given to candidates with the following skills and experience:

  • 6+ months 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 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
  • French, Spanish, Portuguese, or Italian fluency
  • Experience working in environments using the KCS Methodology

Basic Requirements

  • Have a degree, diploma, certification in a related technical discipline, or equivalent work experience

Travel Requirements
None
Relocation Provided
Domestic
Position Type
Experienced
Referral Payment Plan
No

EEO Statement

Motorola Solutions is an Equal Opportunity Employer.We welcome and encourage diversity in our workforce.Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request.Motorola Solutions souscrit aux principes d’équité en matière d’emploi.Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.

Job Overview

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