Technical Support Specialist, Video Surveillance & Security

motorolasolutions

George Town

On-site

MYR 67,000 - 100,000

Full time

10 days ago

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Job summary

Motorola Solutions in Penang, Malaysia is seeking a Technical Support Specialist to resolve or escalate customer issues with a strong customer-first mentality and a systematic troubleshooting approach across hardware, software, or systems. If you love resolving complex problems, this fast-paced role offers exposure to Silent Sentinel products and global support collaboration.

You will troubleshoot remotely, document case details, and deliver exceptional service across calls, chats, and emails

Qualifications

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.

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.
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.