CCTV Technical Support Specialist

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Motorola Solutions

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Public Safety • Enterprise Security • Two-way Radios • Radios • Land Mobile Radios (LMR)

10,000+

Description

• Reporting to a Technical Support Team Lead or Manager, Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner • Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies • 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 • 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

Requirements

• 2-3 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 • 5-6 years of relevant experience, additional prior vocational or technical education will be considered an asset • Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ • 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