Technical Support Specialist - Remote

Overview

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.

In Short

• 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
• 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
• Document software, hardware, and network information in a case management system
• Provide an exceptional customer experience while handling incoming calls, emails, chats, and escalations
• Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation

Requirements

• 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
• 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
• Must be able to obtain background clearance as required by government customer

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!