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 OverviewMotorola 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
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
- Continuously learns new skills, technologies & products; keeping up with Motorola Solutions' 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
- Familiarity with video surveillance cameras, ONVIF protocol, or other video streaming services is considered an asset.
Preference will be given to candidates with the following skills and experience:
- 2+ years of customer support experience in specific technical support environments: ○ video surveillance, telecommunication, enterprise hardware support, Remote Network Support
- Bachelor's Degree/Diploma with technical background
- Comfortable with Linux and running command line prompts for troubleshooting purposes
- 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 RequirementsNone
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanNo
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.
Skills Required
- 2+ years of technical support experience in video surveillance, access control, telecom, cloud software, enterprise hardware, or IT service desks.
- Technical degree
- Certifications such as CCNA, MCSA, or CompTIA A+
- Experience with Linux operating systems
- Experience with CRM platforms (1+ years)
- Knowledge-Centered Service (KCS) methodology
- Practical experience installing, configuring, and troubleshooting hardware and software environments
- Familiarity with video surveillance cameras, ONVIF protocol, or video streaming services
- Ability to troubleshoot critical issues, prioritize tasks, and manage complex situations
- Fluent English with ability to explain complex technical concepts clearly
- Proactive self-starter who works independently and collaborates with a team
- Ability to manage customer expectations and provide timely updates
- Availability for after-hours and weekend on-call emergency support
Motorola Solutions, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Motorola Solutions, Inc. and has not been reviewed or approved by Motorola Solutions, Inc..
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Healthcare Strength — Healthcare coverage is effective from day one with multiple national carrier options and bundled prescription coverage. Offerings also include mental health benefits and Flexible Spending Accounts, with optional pet insurance.
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Leave & Time Off Breadth — Time off includes generous PTO with 9–10 paid holidays, and many salaried roles use a Flex Time Off or unlimited PTO approach. Paid parental and family leave plus adoption assistance expand support.
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Retirement Support — Retirement benefits feature a 401(k) with company match and immediate vesting. Additional financial programs like an employee stock purchase plan, performance bonuses, and company equity bolster long-term value.
Motorola Solutions, Inc. Insights
What We Do
Motorola Solutions is a global technology company that provides mission-critical communications, video security, and command center software to help protect people, property, and places for public safety agencies and enterprises.
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