Technical Support Specialist

• 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