Technical Support Specialist

Responsibilities:

• Learn and maintain a strong understanding of Motorola Solutions software and products with a primary focus on Silent Sentinel products
• Troubleshoot Motorola Solutions hardware, software and systems over the phone, chat and remotely especially CTTV.
• Concisely document software, hardware, and network information in a case management system
• Provide an exceptional customer experience during calls, emails, chat, and customer escalations
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests, repairs
• Collaborate with the regional and global support teams to provide high quality and effective customer experience
• Be available to work on call for after hours and weekend emergency support
• Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovation

Basic Requirements

• 2+ years of technical support experience in Video surveillance, access control, telecom, cloud software, enterprise hardware, or IT service desks.
• Technical Degree preferred, along with certifications like CCNA, MCSA, or CompTIA A+.
• Experience with Linux operating systems, CRM platforms (1+ years), and Knowledge-Centered Service (KCS) methodology.
• Practical experience applying technical concepts to install, configure, and troubleshoot hardware and software environments.
• Familiarity with video surveillance cameras, ONVIF protocol, or video streaming services.
• Exceptional ability to troubleshoot critical issues, prioritize tasks, and manage complex situations.
• Fluent in English with the ability to explain complex technical concepts to customers of all skill levels clearly and personably.
• A proactive self-starter who works well independently with minimal supervision and collaborates effectively within a team.
• Skilled at managing customer expectations and providing timely updates to all stakeholders.
• An agile, detail-oriented learner who adapts quickly to new challenges.