Technical Support Specialist

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 YOUResponsibilities:Learn and maintain a strong understanding of Motorola Solutions software and products with a primary focus on On-Prem Video Management, Cameras and Access Control productsTroubleshoot Motorola Solutions hardware, software and systems over the phone, chat and remotelyConcisely document software, hardware, and network information in a case management system Provide an exceptional customer experience during calls, emails, chat, and customer escalationsPrioritize between tasks including inbound calls, existing case management, live chat, email requests, repairsCollaborate with the regional and global support teams to provide high quality and effective customer experienceBe available to work on call for after hours and weekend emergency supportContinuously learns new skills, technologies & products; keeping up with Motorola Solutions’s pace of innovationBasic RequirementsRequirements:Exceptional skills in problem solving & time managementAble to provide timely updates and manage customer expectationsAbility to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personableA self-starter who can work independently as well as collaborate effectively with team members with minimal supervisionAbility to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholdersAgile, resourceful learner with strong attention to detailCandidates must be able to display a working knowledge with:Applying technical concepts to troubleshooting proceduresInstalling, configuring, and troubleshooting various, software, and hardwareIP networking fundamentals: routers, VLANs, RTP, TCP/IP, UDP, IGMP and MulticastingPreference will be given to candidates with the following skills and

experience:
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 deskA familiarity with video surveillance technology (cameras, ONVIF protocol, storage, etc), Access Control or other video streaming services is considered an asset.
Bachelor's Degree/Diploma with technical backgroundCertifications such as, but not limited to: CCNA, MCSA, CompTIA A+Minimum of 1 year experience working with a CRM platformExperience working in environments using the KCS MethodologyWe believe that diversity spawns innovation – the more diverse our employees are, the more ideas and talents we have to excel as a leader in the technology sector. If you would like to be part of a dynamic team of people who are ambitious, focused, and hardworking then we look forward to meeting youTravel Requirements10-25%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYesCompanyMotorola Solutions Systems Polska Sp.z.o.oEEO StatementMotorola 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.