Senior Cloud Video & Access Support Specialist

motorolasolutions; Lisboa; On-site; EUR 45,000 - 60,000; Full time

Job summary

Motorola Solutions Portugal, Lda is seeking a Senior Support Agent to resolve complex issues related to Avigilon Alta Video and Access products. You will mentor the team, handle critical escalations, and ensure white-glove service while staying current with product innovations.

You will provide expert guidance, document cases thoroughly, and collaborate with Dev/Escalations and support teams to deliver exceptional customer experiences.

Qualifications

• 3+ years of support experience, and/or a bachelor's degree in IT/CS.
• Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required.

Responsibilities

• Obtain and maintain knowledge of Alta's cloud based products: Video/Access Control/VMS software and hardware.
• Provide senior level support for Alta hardware and software products over the phone and digitally through escalation cases.
• Share knowledge and efficiently collaborate with Technical Support and Dev/Escalations teams via Swarming/Escalations.
• Investigate escalated cases, perform root cause analysis, identify bugs or functional gaps, and escalate to Product/Dev/Engineering with client updates.
• Serve as Alta SME within the team and company.
• Document software, hardware, and network information in the case management system, including escalation/dev tickets.
• Provide exceptional customer experience during escalations.
• Prioritize swarming tasks, case management, and escalations effectively.
• Assist with departmental project work when required.
• Continuously learn new skills and keep pace with Avigilon Alta's innovations.
• Contribute to Knowledge Library (Knowledge Centered Support).

Skills

Problem solving

Time management

Customer expectations

Fluent English

Self-motivation

Work under pressure

Cloud Access Control

Linux

Continuous learning

Agile mindset

OS installation

IP networking

Education

IT/CS degree

Job description

Motorola Solutions Portugal, Lda is seeking a Senior Support Agent to resolve complex issues related to Avigilon Alta Video and Access products. You will mentor the team, handle critical escalations, and ensure white-glove service while staying current with product innovations.

You will provide expert guidance, document cases thoroughly, and collaborate with Dev/Escalations and support teams to deliver exceptional customer experiences.