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About the Role
Join a team responsible for ensuring critical customer issues are resolved quickly and accurately. You will support industry-leading platforms that provide clients with peace of mind, knowing their assets are protected by some of the strongest industry-standard products and artificial intelligence.
Responsibilities
- Provide exceptional technical assistance to global customers via phone, email, live chat, and remote sessions.
- Prioritise tasks effectively to manage incoming requests and existing cases, with the flexibility to provide after-hours or weekend support if required.
- Diagnose and resolve complex software and hardware issues across cloud platforms, CCTV, and access control systems by troubleshooting network and data problems, and utilising diagnostic tools to export and analyze log files and identify root causes.
- Utilise demo labs and beta environments to replicate customer behaviors, test hardware/software, and report complex bugs or escalations to engineering.
- Concisely document software, hardware, and network information as part of the case details in the CRM system.
- Actively contribute to a Knowledge Centered Service (KCS) environment by creating and updating knowledge base articles to assist the wider team and customers.
- Work closely with regional and global support teams, as well as internal stakeholders such as Product and Sales, to ensure a high-quality customer experience.
- Maintain product expertise by continuously learning new skills, technologies, and a strong understanding of Motorola Solutions' cloud software, products, mobile applications, servers, and networks, keeping up with our pace of innovation.
Requirements
- 2+ years of experience in Technical Support, Customer Service, or Helpdesk, preferably supporting enterprise-level applications.
- Fluency in English (written and oral) is essential.
- Effectively manage customer expectations and navigate complex troubleshooting scenarios for critical issues, all while sustaining clear and effective communication with all relevant stakeholders.
- A critical problem-solving mindset with the ability to collect relevant data, review logs, and multitask in a fast-paced environment.
- A self-starter who can work independently with minimal supervision, yet collaborates effectively within a team structure.
- Working knowledge with Networking Fundamentals: Understanding of TCP/IP, Ethernet, VoIP, Switches, DNS, DHCP, NAT, and Firewalls.
- Working knowledge with Web Protocols: General understanding of HTTP/HTTPS and TLS.
- Working knowledge with Operating Systems: Experience installing, configuring, or troubleshooting Windows (Server 2012-2019, Windows 7/10), Mac, or Linux environments.
- Working knowledge with Hardware & Software: Applying technical concepts to troubleshoot various software and hardware, including video surveillance cameras and access control systems.
Skills
- Networking Fundamentals
- Web Protocols
- Operating Systems
- Hardware & Software troubleshooting
- Video surveillance cameras
- Access control systems
- CRM systems
- Knowledge Centered Service (KCS) methodology
- Multiple languages
Location
- Global
Work Type
- Full-time
Experience Level
- Experienced
Education Level
- Degree or Diploma in Computer Science, Computer Engineering, Information Systems, or equivalent
- IT certifications such as CompTIA A+, Network+, CCNA, CCNP, MCSA, or Microsoft credentials
About the Company
- Motorola Solutions is a global leader in mission-critical communications and analytics, helping to make cities safer and businesses thrive.
- The Video Security & Access Control division is defining the future of the cloud security industry through disruptive, end-to-end solutions, including award-winning AI-based surveillance systems and cloud-native software like Avigilon Alta.
Equal Opportunity
- 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 you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.