Technical Support Specialist - Lisbon, Portugal - Motorola Solutions

    Motorola Solutions
    Motorola Solutions Lisbon, Portugal

    há 2 semanas

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    Job Description

    Reporting 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


    Basic Requirements

    What will you get to do

  • Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, Networks and Access Control Systems.
  • 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.

    • Education and experience

  • 2-3 years of relevant experience in Video Security, Analytics and Access Control business areas
  • 2-3 years of relevant experience in computer networks environment
  • Minimum of 1 year experience working with CRMs.
  • Prior contact center experience in a technical support environment is considered an asset.
  • Experience working in environments using the KCS Methodology is considered an asset.

    • Essential skills

  • Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
  • Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
  • Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
  • A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.
  • Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.
  • Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.
  • Ability to replicate problems in a lab environment.

    • Technical proficiencies

  • Background on electronics, wiring, RS485, Wiegand and OSDP
  • IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
  • Installing, configuring, and troubleshooting various operating systems, software, and hardware.
  • A familiarity with the Onvif profile or other video streaming services is considered an asset .

    • Responsibilities may also include

  • Work on weekends (one of the days): Sunday to Thursday or Tuesday to Saturday
  • Flexible working hours and shifts.


    • Travel Requirements

    Under 10%


    Relocation Provided

    None


    Position Type

    Experienced

    Referral Payment Plan

    Yes

    Company

    Motorola Solutions Portugal, Lda

    EEO Statement

    Motorola Solutions is an Equal Opportunity Employer. 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.

    We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

    We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email