Technical Support Analyst

Join Motorola Solutions as a Technical Support Specialist

Are you passionate about technology, thrive in a fast-paced environment, and dedicated to delivering exceptional customer service? If so, Motorola Solutions wants you! As a Technical Support Specialist, you will be at the forefront of resolving technical issues for our valued partners and customers, ensuring seamless operation of our innovative products.

About the Role

As a vital member of our Customer Support organization, reporting to a Technical Support Team Lead or Manager, you’ll be directly impacting customer satisfaction. You’ll be successful by consistently demonstrating a “customer-first” attitude, employing a systematic troubleshooting approach, and driving resolutions effectively, escalating when necessary. This is a fantastic opportunity for individuals who enjoy tackling complex challenges and solving problems.

What You’ll Do

• Develop and maintain a deep understanding of MSI’s Video products, encompassing Video Management Systems, Cameras, Servers, and Networks.
• Employ your problem-solving skills to research, collaborate, and troubleshoot technical issues via phone and digital channels.
• Think creatively to develop innovative solutions to complex problems.
• Exhibit empathy, take ownership of issues, and demonstrate a sense of urgency in resolving customer concerns.
• Accurately document software, hardware, and network details within our case management system.
• Provide outstanding customer experiences by handling incoming calls, emails, chats, and escalations with professionalism and efficiency.
• Effectively prioritize tasks, including inbound calls, existing cases, live chats, and email requests.
• Continuously expand your knowledge of new skills, technologies, and products, staying abreast of MSI’s rapid innovation.

What You’ll Bring

We’re looking for individuals with a combination of technical aptitude, customer service skills, and a strong work ethic. Ideally you will have:

• 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 a plus.
• Prior experience in a technical support contact center is beneficial.
• Familiarity with environments utilizing the KCS Methodology is a plus.

Essential Skills

• Exceptional problem-solving, organizational, and analytical skills.
• Excellent interpersonal communication skills, both written and verbal.
• Ability to effectively multitask and prioritize tasks based on business needs.
• A proactive, self-starting attitude with the ability to work independently and collaborate effectively within a team.
• An agile learner with a strong attention to detail.
• A commitment to continuous learning and professional development.

Requirements

• 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 of Joining Motorola Solutions

We offer a comprehensive benefits package that includes:

• Incentive Bonus Plans
• Medical, Dental, and Vision benefits
• 401K Retirement Plan
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• And much more!

Equal Opportunity Employer

Motorola Solutions is committed to creating a diverse and inclusive workplace. We are an Equal Opportunity Employer and 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.