Technical Support Analyst

Motorola Solutions•Allen, TX

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview Motorola Solutions is a global leader in mission-critical communications and analytics. 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. 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. Job Description This role involves providing technical support for Avigilon Alta Video and Access, a cloud-managed security solution. You'll be responsible for resolving client issues related to software, hardware, and network problems by troubleshooting, using diagnostic tools, analyzing logs, and replicating customer issues. This includes supporting video security systems and access control systems, specifically responding to inquiries from both installation partners and end customers via various channels (phone, email, tickets, chat). Experience with legacy access control systems and installation/support is highly beneficial. You will report to the Manager and focus on delivering exceptional customer service.

Requirements

1+ years of Technical Support experience.
High School Diploma or equivalent.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Experience with access control systems or video management systems.
Knowledge of Windows Server.
Technical certifications (CompTIA A+, CCNA, etc.).
Strong communication and interpersonal skills.
Ability to multitask and work independently.
1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

Responsibilities

Provide Expert Technical Support: Deliver comprehensive technical support for Avigilon Alta Video and Access systems, encompassing hardware, cloud software, mobile applications, key cards, and system integrations (video management, wireless locks, etc.). This includes supporting basic wiring and peripheral door hardware.
Ensure Exceptional Customer Experience: Manage inbound support inquiries via various channels (phone, email, chat, WhatsApp, SMS, Partner Portal, Support Community), ensuring timely and professional responses. Proactively make outbound calls to customers and provide ongoing support throughout the case lifecycle.
Drive Self-Service Solutions: Contribute to a dynamic Knowledge Centered Service (KCS) environment by creating new Knowledge Base (KB) articles, updating existing ones, and attaching relevant articles to support cases. Empower customers with resources for self-troubleshooting and problem resolution.
Document and Manage Support Cases: Thoroughly document step-by-step troubleshooting performed in support cases within the Support CRM system. Accurately manage tickets via our ticketing system to ensure proper tracking and resolution.
Collaborate and Escalate Effectively: Collaborate with team members to resolve issues and escalate unresolved cases in a timely manner. Ensure smooth transitions and knowledge sharing within the support team.
Contribute to Project Work: Undertake project work as needed by the department Manager to enhance support processes and customer experience.
Support Partner Success: Provide over-the-phone/web support to our installation partners, enabling them to successfully install and service our systems at customer locations.
Documentation, Collaboration, and Training: Engage in Comprehensive Training: Actively participate in internal training sessions conducted by Senior Support/Escalations and Development teams. Leverage the demo lab and beta environment as practical test beds to solidify learning.
Seek Continuous Development: Utilize opportunities to learn and grow by engaging with various internal stakeholders, including Product, Sales, and Leadership, through internal technical support assistance via platforms like Slack and Google Meet.
Contribute to Knowledge Sharing & Growth: Collaborate with fellow technical support members, sharing information and insights through internal Confluence pages, Knowledge-Centered Service (KCS) resources, and Frequently Asked Questions (FAQs) to foster a culture of learning and continuous improvement.
Actively Enhance the Knowledge Base: Create, edit, and submit internal Knowledge-Centered Service (KCS) articles to expand the knowledge base, ensuring future team members have access to updated and comprehensive information for ongoing learning and problem-solving.