Technical Support Specialist

About the Role 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. Our ideal candidate maintains a strong customer-first mindset, follows a thorough, systematic approach to troubleshooting hardware, software, or systems, and is curious to learn a diverse set of technologies. If you love solving problems in a fast-paced environment, this opportunity is for you. What You'll Do

• 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 learn new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovation What We're Looking For
• Exceptional problem solving & time management skills
• Ability to provide timely updates and manage customer expectations
• Fluency in reading, writing, and speaking English; ability to communicate complex technical problems to customers of all skill levels while being personable
• 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
• Working knowledge of applying technical concepts to troubleshooting procedures; installing, configuring, and troubleshooting software/hardware
• Familiarity with video surveillance cameras, ONVIF protocol, or other video streaming services is an asset
• Preference given to candidates with the following qualifications:
• 2+ years of customer support experience in technical environments (video surveillance/access control, telecom, cloud software, enterprise hardware, IT helpdesk)
• Bachelor's Degree/Diploma with technical background
• Linux proficiency
• Certifications such as CCNA, MCSA, CompTIA A+
• Minimum of 1 year experience with a CRM platform
• Experience in environments using the KCS Methodology Nice to Have
• Additional related technical certifications or hands-on experience with Motorola Solutions products Compensation & Benefits
• Salary and benefits are not listed in the posting.