Technical Support Escalation Specialist
Company Overview
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewPelco, Inc. is a Motorola Solutions Company and a global leader in the design, development, and manufacture of predictive video security solutions, including video surveillance cameras, video management and recording systems, security software, and aligned services.
Job Description
As an Escalation Specialist, you will develop and maintain a superior understanding of Pelco products in order to ensure critical customer issues are addressed in an accurate and timely manner. Customer issues will mainly be related to the deployment, troubleshooting, and installation of Pelco Surveillance products. A strong customer-oriented mentality will be key to being successful in this role.
Along with being an integral part of the Technical Support team, you will also work very closely with the Engineering and Product Management teams on escalated cases. Maintaining good relationships and working as a team is also key in being successful in this role.
Responsibilities include:
Maintain a superior knowledge of Pelco products
Ensuring all requests are tracked and maintained accurately in case management system
Accurately prioritizing and categorizing support requests; identifying technical and pre-sales requests that require escalation
Helping to define and improve the escalation protocol
Processing and owning escalated incidents from start to finish; liaising and supporting the development on fixes while maintaining regular communication with the customer
Helping to build a motivating and encouraging environment; providing leadership and direction to the team
Identifying areas for improvement in our processes and procedures – Offering solutions where possible
Contributing to our growing Knowledge Base
Conceiving and proposing project ideas to Technical Support leadership
Qualifications:
5+ years’ experience providing technical support for a technology company
Exceptional problem solving skills
Self-motivated and focused with a passion for technology and an aptitude for customer happiness
Excellent verbal and written communication skills
Possesses strong analytical and troubleshooting skills
Must be able to quickly learn and understand new ideas and concepts
Pleasant, friendly style of verbal and written communication
Work well in a team environment
Experience mentoring/training staff
Ability to work well under pressure
Good planning and time management skills
Works well in a team environment
Technical Skills:
Excellent knowledge of networking principles and IP communication
Excellent knowledge of Video Surveillance concepts and terminology
Excellent knowledge of Access Control products
Excellent knowledge and experience with Windows troubleshooting tools and techniques
Excellent computer hardware configuration and troubleshooting skills
Good understanding of electricity and electronics concepts
Basic Requirements
University degree and three years of technical support experience OR equivalent combination of education and experience
Vaccine Requirement
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.