Technical Support Specialist (Remote)
Motorola Solutions
- Pulau Pinang
- Permanent
- Full-time
- 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
- 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
- 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
- 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