Silent Sentinel Support

Motorola Solutions; Ware (MA); Hybrid; USD 54,000 - 81,000; Full time

Job summary

Motorola Solutions UK Limited is seeking a Technical Support Specialist to resolve customer issues with a strong customer-first mentality and a methodical approach to troubleshooting across hardware, software and systems.

You will focus on Silent Sentinel products, document details in a case management system, and collaborate with regional and global teams while supporting after-hours needs in a fast-paced environment.

Qualifications

• Exceptional skills in problem solving & time management.
• Ability to read, write, and speak English fluently.
• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.
• Ability to handle complex situations while troubleshooting critical issues.
• Experience with CRM platforms and video surveillance environments is a plus.

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

Skills

Problem solving

Time management

English fluency

Independent worker

Team collaboration

Customer service mindset

Technical troubleshooting

CRM experience

Education

Bachelor's Degree or Diploma in technical field

Tools

CRM platforms

Remote support tools

Job description

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. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. 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. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Job Description Overview

Reporting to a Technical Support Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role will be defined by a strong customer first mentality, a thorough systematic approach to troubleshooting hardware, software or systems, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be a part of a fast paced challenging environment, this opportunity is for YOU!

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

Basic Requirements

• Exceptional skills in problem solving & time management
• Able to provide timely updates and manage customer expectations
• Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable
• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision
• Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
• Agile, resourceful learner with strong attention to detail
• Candidates must be able to display a working knowledge with: Applying technical concepts to troubleshooting procedures
• Installing, configuring, and troubleshooting various, software, and hardware
• A familiarity with video surveillance cameras, ONVIF protocol, or other video streaming services is considered an asset.

Preference

• 2+ years of customer support experience in specific technical support environments: video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk
• Bachelor's Degree/Diploma with technical background
• Linux Certifications such as, but not limited to: CCNA, MCSA, CompTIA A+
• Minimum of 1 year experience working with a CRM platform
• Experience working in environments using the KCS Methodology

Travel Requirements None

Relocation Provided None

Position Type Experienced Referral Payment Plan Yes

Company Motorola Solutions UK Limited

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.

MOTOROLA SOLUTIONS 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. Learn more at www.motorolasolutions.com.