Technical Support Specialist (BB-4CCF6)
Found in: Neuvoo CA
Technical Support Specialist
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At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Responsibilities:Maintain a strong understanding of Avigilon software and products, including cameras, servers, and networks.Troubleshoot Avigilon hardware and software products over the phone and through remote sessionsConcisely document software, hardware, and network information in a case management systemProvide an exceptional customer experience during calls, emails, chat, and customer escalationsPrioritize between tasks including inbound calls, existing case management, live chat, email requestsContinuously learns new skills, technologies & products; keeping up with Avigilon’s pace of innovation
Requirements: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 stakeholdersDemonstrates a continuous learning mindset to digest the technical details of an ever evolving product lineDegree/Diploma in Computer Information Systems, System Administration, Computer Science or equivalent experienceAgile, resourceful learner with strong attention to detail
Candidates must be able to display a working knowledge with:Applying technical concepts to troubleshooting proceduresInstalling, configuring, and troubleshooting various operating systems, software, and hardwareIP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
Preference will be given to candidates with the following skills and experience:6+ months of customer support experience in specific technical support environments:video surveillance or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service deskCertifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+A familiarity with the Onvif profile or other video streaming servicesFrench, Spanish, Portuguese, or Italian fluencyExperience working in environments using the KCS Methodology
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