Company Overview
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.
Department Overview
Motorola 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, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. 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.At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.
Job Description
Overview:
Motorola Solutions Video Security & Access Control division is hiring a Technical Support Analyst for its industry leading, disruptive Cloud Video & Access Control platforms. Reporting to a Technical Support Team Lead, the Technical Support Analyst 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.
What will you get to do
- Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, Networks and Access Control Systems.
- Research, collaborate and troubleshoot MSI products over the phone and digital mediums.
- Think outside of the box and come up with creative solutions.
- Lead with empathy, take complete ownership and show urgency when resolving technical issues.
- Concisely document software, hardware, and network information in a case management system.
- Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.
- Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.
- Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.
Basic Requirements
Education and experience
- 2-3 years of relevant experience in Video Security, Analytics and Access Control business areas
- 2-3 years of relevant experience in computer networks environment
- Minimum of 1 year experience working with CRMs.
- Prior contact center experience in a technical support environment is considered an asset.
- Experience working in environments using the KCS Methodology is considered an asset.
Essential skills
- Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
- Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
- Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
- A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.
- Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.
- Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.
- Ability to replicate problems in a lab environment.
Technical proficiencies
- Background on electronics, wiring, RS485, Wiegand and OSDP
- IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
- Installing, configuring, and troubleshooting various operating systems, software, and hardware.
- A familiarity with the Onvif profile or other video streaming services is considered an asset.
Responsibilities may also include
- Work on weekends (one of the days): Sunday to Thursday or Tuesday to Saturday.
- Flexible working hours and shifts.
We believe that diversity spawns innovation – the more diverse our employees are, the more ideas and talents we have to excel as a leader in the technology sector. If you would like to be part of a dynamic team of people who are ambitious, focused, and hardworking then we look forward to meeting you!
Travel Requirements
None
Relocation Provided
None
Position Type
New GradReferral Payment Plan
NoCompany
Motorola Solutions Portugal, LdaEEO 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 email [email protected].
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