Senior Cloud Video Support Specialist

Motorola Solutions; Lisboa; Presencial; EUR 40 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Referral program

Resumo da oferta

Motorola Solutions Portugal, Lda is seeking a Senior Support Agent to resolve critical customer issues related to Avigilon Alta Video and Access products. You will mentor the team, handle escalations, and ensure white-glove service while keeping clients informed.

The role requires deep product knowledge, strong problem solving, and excellent communication in English. Travel flexibility and a customer-first mindset are essential.

Qualificações

• 3+ years of support experience or a relevant IT degree.
• Ability to communicate complex technical problems clearly to customers.
• Fluent English and strong customer-service mindset.
• Independent worker who can also collaborate with teams.
• Experience with cloud-based video and access control products is preferred.

Responsabilidades

• Obtain and maintain superior knowledge of Alta cloud-based products: Video/Access Control/VMS, including cameras and servers.
• Provide senior level support for Alta hardware and software over phone and digital escalations.
• Share knowledge with Technical Support and Dev/Escalations teams.
• Investigate escalated cases, perform root-cause analysis, identify bugs or expectations issues, escalate accordingly.
• Serve as Alta subject matter expert within the team and company.
• Document software, hardware, and network information in the case management system, including escalation/dev tickets.
• Deliver exceptional customer experience during escalations.
• Prioritize swarming tasks, case management, and escalations.
• Assist with departmental project work as required.
• Continuously learn new skills and products to keep pace with Avigilon Alta.
• Contribute to the Knowledge Library (Knowledge Centered Support).

Conhecimentos

Technical support

Customer communication

Troubleshooting

English fluency

Team collaboration

Formação académica

Bachelor's degree in IT/CS

Ferramentas

Linux

Networking basics

Descrição da oferta de emprego

Motorola Solutions Portugal, Lda is seeking a Senior Support Agent to resolve critical customer issues related to Avigilon Alta Video and Access products. You will mentor the team, handle escalations, and ensure white-glove service while keeping clients informed.

The role requires deep product knowledge, strong problem solving, and excellent communication in English. Travel flexibility and a customer-first mindset are essential.