Technical Support Specialist
Motorola Solutions
- Bangalore, Karnataka
- Permanent
- Full-time
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.Department Overview
Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive.At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry.We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service
platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer-first mentality.Job DescriptionReporting to a Technical Support Team Lead or Manager, Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role is defined by a strong customer-first mentality, a thorough systematic approach to troubleshooting, 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 part of a fast paced challenging environment, this opportunity is for YOU!What will you get to do
- Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks.
- Research, collaborate and troubleshoot MSI products over the phone and digital mediums.
- Think outside of the box and come up with creative solutions.
- Lead with empathy, take complete ownership and show urgency when resolving technical issues.
- Concisely document software, hardware, and network information in a case management system.
- Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.
- Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.
- Continuously learn new skills, technologies & products, keeping up with MSI’s pace of innovation.