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Role Description

This position is part of the Customer Support organization, dealing directly with partners and customers to resolve technical issues related to Motorola Solutions Inc (MSI) products.

Reporting to a Technical Support Team Lead or Manager
Ensures critical customer issues are resolved or escalated effectively
Defined success by a strong customer first mentality and systematic troubleshooting approach
Opportunity for those who enjoy challenging environments and problem-solving

About the Position

Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks
Research, collaborate, and troubleshoot MSI products over the phone and digital mediums
Think outside of the box and come up with creative solutions
Lead with empathy, take complete ownership, and show urgency when resolving technical issues
Document software, hardware, and network information in a case management system
Provide an exceptional customer experience while handling incoming calls, emails, chats, and escalations
Prioritize tasks including inbound calls, existing case management, live chats, and email requests
Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation

Qualifications

0-2 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset
OR 4-5 years of relevant experience, with additional prior vocational or technical education considered an asset
Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ are beneficial
Prior contact center experience in a technical support environment is considered an asset
Experience working in environments using the KCS Methodology is considered an asset

Requirements

Strong problem solving, organizational, and analytical skills
Well-developed interpersonal communication (written and oral) skills
Ability to multitask and prioritize based on business needs
Self-starter who can work independently and collaborate effectively
Agile, resourceful learner with strong attention to detail
Demonstrates a continuous learning mindset
Must be able to obtain background clearance as required by government customer
Must be a U.S. citizen with the ability to obtain necessary security clearance
Legal authorization to work in the U.S. indefinitely is required

Benefits

Incentive Bonus Plans
Medical, Dental, Vision benefits
401K
10 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. 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.

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