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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Aperçu de l’entreprise
Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.
Department OverviewThis 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.
Job DescriptionThe Role
As a Technical Support Analyst for the Avigilon Alta suite, you are the bridge between complex cloud-based security and the partners who install them. You’ll tackle everything from mobile app glitches to complex hardware wiring, ensuring our video and access control systems remain the gold standard in physical security.
Key ResponsibilitiesExpert Technical Troubleshooting: Provide Tier 1 & 2 support for Avigilon Alta Video and Access systems. You'll navigate cloud software, mobile apps, and hardware peripherals—including basic wiring and system integrations (VMS, wireless locks).
Omnichannel Support Excellence: Manage and resolve inbound inquiries via phone, email, chat, WhatsApp, and our Partner Portal. You don’t just wait for the phone to ring; you proactively manage the case lifecycle to ensure a world-class customer experience.
KCS Documentation: Drive our "Knowledge-Centered Service" (KCS) culture. You will create, refine, and link Knowledge Base articles to empower both our team and our customers through self-service.
Precision Case Management: Maintain meticulous records of troubleshooting steps within our CRM. Accuracy in documentation isn't just a task; it’s how we ensure no detail is missed during escalations.
Partner Empowerment: Act as a remote mentor for our installation partners, guiding them through on-site challenges to ensure successful system deployments.
Professional Development: Participate in deep-dive training led by our Engineering and Senior Escalation teams.
Lab Access: Utilize our on-site demo labs and beta environments to break, fix, and master new hardware before it hits the market.
Cross-Functional Impact: Collaborate across Slack and Google Meet with Product, Sales, and Leadership teams to voice customer feedback and influence product roadmaps.
Technical Versatility: Comfort with both software (SaaS) and physical hardware/wiring.
Communication Skills: The ability to explain complex technical concepts to both seasoned installers and non-technical end-users.
Adaptability: A "team-first" attitude with the flexibility to work varied shifts, including nights or weekends, to support our global partner base.
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 in Technical Support or Customer Service
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Basic Requirements
- 1+ years of experience in Technical Support or Customer Service
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
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 complete this Reasonable Accommodations Form so we can assist you.
Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.
Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.
Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.
Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.
