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+ employees

Founded 1928

🔐 Security

📡 Telecommunications

🏢 Enterprise

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

• Bachelor's degree and 2+ years of experience in an IT environment. • OR a Technical Education (Associate's degree or Technical certification) and 5+ years of experience in an IT environment. • Travel Requirements Under 10%. • 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. • Occasional weekend on-call rotation (Friday to Sunday).

Benefits

• Flexible working hours and shifts. • Occasional weekend on-call rotation (Friday to Sunday).