Technical Support Specialist

3 weeks ago

George Town, Malaysia Motorola Solutions Full time

Job Description

Overview:

Reporting to a Technical Support Team Lead, the Technical Support Engineer ensures critical customer issues are resolved quickly and accurately. Success in this role will be defined by: a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.

Responsibilities:

Maintain a strong understanding of Motorola Solutions software and products, including cameras, servers, and networks. Troubleshoot Motorola Solutions hardware and software products over the phone, chat and through remote sessions Concisely document software, hardware, and network information in a case management system  Provide an exceptional customer experience during calls, emails, chat, and customer escalations Prioritize between tasks including inbound calls, existing case management, live chat, email requests Collaborate with the regional and global support teams to provide high quality and effective customer experience Be available to work on call for after hours and weekend emergency support Continuously learns new skills, technologies & products; keeping up with Motorola Solutions’ pace of innovation


Basic Requirements

Requirements:

Exceptional skills in problem solving & time management Able to provide timely updates and manage customer expectations Ability to read, write, and speak English fluently; communicating complex technical problems and solutions to customers of all skill levels while being personable A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision Ability to handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders Demonstrates a continuous learning mindset to digest the technical details of an ever evolving product line Agile, resourceful learner with strong attention to detail

Candidates must be able to display a working knowledge with:

Applying technical concepts to troubleshooting procedures Installing, configuring, and troubleshooting various operating systems, software, and hardware IP networking: switching, routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

Preference will be given to candidates with the following skills and experience:

2-4 years of customer support experience in specific technical support environments: video surveillance (CCTV) or access control, telecommunication, cloud software, enterprise hardware support, IT helpdesk/service desk Degree/Diploma in Computer Engineering, Computer Information Systems, System Administration, Computer Science or equivalent Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ A familiarity with the Onvif profile or other video streaming services Multi language proficiency Experience working in environments using the KCS Methodology


 'We are an equal opportunities employer and we want you to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure the process works for you. We celebrate diversity and are committed to creating an inclusive environment for all employees'

CONNECT WITH A CAREER THAT MATTERS

We’re dedicated to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline - mission-critical communications, software, video and services. Our drive for continuous innovation and partnership with our customers enables them to be ready - in the day-to-day moments, and in the moments that matter most.

We 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 you


Travel Requirements

None


Relocation Provided

None


Position Type

Experienced

Referral Payment Plan

Yes

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