Overview
Join Motorola Solutions as a Senior Technical Support Specialist in the Video Security & Access Control division. This hybrid role requires regular presence in the Uxbridge office. The Technical Support Specialist ensures critical customer issues are resolved quickly and accurately, reporting to a Technical Support Team Lead. Success is 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 you will 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.
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. CCNA, CCNP, MCSA or other similar certifications will be considered an asset.
* 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
* IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting considered an asset
* 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
* Potential work on weekends (one of the days): Sunday to Thursday or Tuesday to Saturday
* Flexible working hours and shifts.
Benefits
* Competitive salary and bonus schemes.
* Two weeks additional pay per year (holiday bonus).
* 25 days holiday entitlement + bank holidays.
* Attractive defined contribution pension scheme.
* Employee stock purchase plan.
* Life assurance.
* Enhanced maternity and paternity pay.
* Career development support and wide ranging learning opportunities.
* Employee health and wellbeing support EAP, wellbeing guidance etc.
* Carbon neutral initiatives/goals.
* Corporate social responsibility initiatives including support for volunteering days.
* Well known companies discount scheme.
Travel Requirements
* 10-25%
Relocation Provided
* None
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Software Development
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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