Senior Technical 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

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security with cloud-native solutions for customers. Motorola Solution’s Video Division is defining the future of the cloud security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Our cloud VMS provides clients with ease of use and setup, and peace of mind knowing their assets and property are protected by Artificial Intelligence and some of the strongest industry standard products. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

Job Description

Reporting to the Technical Support Manager, the Senior Support Agent ensures that critical customer issues related to our Avigilon Alta Video and Access products are resolved in a timely manner. The Senior Support Agent will also be responsible for assisting leadership in passing knowledge to the technical support team through swarming, training, coaching, or mentoring sessions - while also handling critical and complex customer issues, providing white-glove service.

Responsibilities

• Obtain and maintain superior knowledge and understanding of Alta's cloud based products: Video/Access Control/VMS software and hardware, including cameras, access control hardware, servers, networks, sensors, and 3rd party integrations.
• Provide senior level support for Alta hardware and software products over the phone and digitally through escalation cases.
• Share knowledge and efficiently collaborate with both the Technical Support (via Swarming) and our Dev/Escalations teams (via Escalations).
• Investigate escalated cases, diving deeper into logs looking into root cause analysis and identifying bugs, or functional expectation issues and escalating accordingly to our Product/Dev/Engineering teams while keeping the client informed throughout the process.
• Serve as Alta subject matter expert (SME) within the team and the company.
• Concisely document software, hardware, and network information in a case management system including escalation/dev tickets.
• Provide an exceptional customer experience during customer interaction via escalations.
• Efficiently prioritize between swarming tasks, case management, and escalations.
• Assist with departmental project work when required.
• Continuously learns new skills, technologies & products; keeping up with Avigilon Alta’s pace of innovation.
• Understand and contribute to our Knowledge Library (Knowledge Centered Support).

Preferred Qualifications

• Exceptional skills in problem solving & time management.
• Manages customer expectations while working toward the cases logical resolution.
• Reads, writes, and speaks English fluently; communicates complex technical problems and solutions to customers of all skill levels while being personable.
• A self-starter who can work independently as well as in a team environment with minimal supervision.
• Has a level temperament while handling high-stress situations & maintains effective communication with all stakeholders.
• Prior experience supporting cloud based Access control and Video products.
• Prior Linux Experience preferred.
• Desire to constantly learn and evolve at the same pace as the product cycles.
• Agile, resourceful learner with strong attention to detail.
• Display a working knowledge of Installing, configuring, and troubleshooting various operating systems, software, along with access control and video hardware.
• Strong knowledge of IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting.

Basic Requirements

• 3+ years of support experience, and/or a bachelor’s degree in IT/Computer Science. (or equivalent experience)
• Legal authorization to work in the UK or Europe (Poland or Portugal) indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Portugal, Lda

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don’t quite meet all of the preferred skills, we'd still love to hear why you think you’d be a great addition to our team.