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Role Description
This position is part of the Customer Support organization, dealing directly with partners and customers to resolve technical issues related to Motorola Solutions Inc (MSI) products.
- Reporting to a Technical Support Team Lead or Manager
- Ensures critical customer issues are resolved or escalated effectively
- Defined success by a strong customer first mentality and systematic troubleshooting approach
- Opportunity for those who enjoy challenging environments and problem-solving
About the Position
- Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks
- 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
- Document software, hardware, and network information in a case management system
- Provide an exceptional customer experience while handling incoming calls, emails, chats, and escalations
- Prioritize 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
Qualifications
- 0-2 years of relevant experience in an IT environment with a Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset
- OR 4-5 years of relevant experience, with additional prior vocational or technical education considered an asset
- Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ are beneficial
- 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
Requirements
- Strong problem solving, organizational, and analytical skills
- Well-developed interpersonal communication (written and oral) skills
- Ability to multitask and prioritize based on business needs
- Self-starter who can work independently and collaborate effectively
- Agile, resourceful learner with strong attention to detail
- Demonstrates a continuous learning mindset
- Must be able to obtain background clearance as required by government customer
- Must be a U.S. citizen with the ability to obtain necessary security clearance
- Legal authorization to work in the U.S. indefinitely is required
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- And more!
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.
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