At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Aperçu de l’entreprise
Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.
Department OverviewMotorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions/Avigilon Alta, we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solution’s Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS (Alta Aware) provides clients with ease of use and setup, and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.
Job Description
Reporting to the Manager, the Technical Support Specialist will provide exceptional customer service and technical support to clients, allowing them to effectively use our leading-edge cloud managed technology for Video security. Resolve clients' software or hardware issues by troubleshooting and diagnosing VMS or camera hardware/software or network and data problems. Including the utilization of diagnostics tools; exporting debug logs, analyzing log files, replicating and reproducing customer issues and reporting escalations/bugs to Senior Support.
What You Will Do:
Handle inbound support calls and chat/Whatsapp/SMS inquiries as well as requests from the Partner Portal/Support Community. Make outbound calls to customers and respond to support requests additionally via email.
Thoroughly document step-by-step troubleshooting performed in support cases via the Support CRM throughout the lifecycle of the case.
Escalate unresolved issues in a timely manner after collaborating with fellow team members.
Contribute to a living KCS (Knowledge Centered Services) environment, creating KB articles when required, updating existing articles and attaching to relevant cases while providing to clients for their reference.
Any project work as needed by the department Manager or Team Leads.
This is a hybrid role with both work-from-home and in-office requirements.
The schedule for this position is Monday to Friday, from 6:00 AM to 2:30 PM Pacific Time.
Candidates must have the ability to work weekends Saturday with a shift start time of 8am - 10am Pacific Time.
Documentation, Collaboration, Coordination and Training:
Participate in internal training sessions with Senior Support/Escalations and Development while utilizing the demo lab and beta environment as test beds.
Provide internal technical support assistance through Slack and/or Google Meet to various internal stakeholders including Product, Sales, and Leadership and more.
Collaborate with other technical support members and provide information to others by utilizing internal Confluence pages, KCS, and published FAQ’s.
Create, edit and submit internal knowledge base (KCS) articles to assist other team members in the future.
Software Testing and Test lab:
Reproduce and resolve customer issues with software and or hardware.
Frequently test hardware and software by utilizing the beta release environment and report issues up to Senior Support/Escalations as necessary.
Preferred Qualifications:
Effective communication, both written and verbal with exceptional interpersonal skills.
Organized with the ability to multi-task in a fast-paced environment while working with minimal supervision and collaborating as a team.
General understanding of Windows Server 2012-2019, Windows 7/8/10.
General understanding of computer hardware and networking
General understanding of networking fundamentals and troubleshooting including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and hardware/software systems.
College Degree in Administration, Computer Science, IT, Technology.
CompTIA A+/CCNA/Networking or PC Tech-related certificates are considered assets.
Prior support/troubleshooting experience with VMS/IP Cameras is considered an asset.
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Basic Requirements
High School diploma
2+ years Technical Support/Customer Service/Helpdesk experience.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
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 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.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.
Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.
Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.
Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.
Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.
