Job Description

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments aEUR" when a hurricane lands or when a fire breaks out. And in everyday moments aEUR" when a package arrives just in time for the holiday or when a child doesnaEUR(TM)t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Presentation de l'entreprise
Motorola Solutions est la pour nos clients lorsque tout est en jeu. Dans les moments extrames - lorsqu'un ouragan se pose ou lorsqu'un incendie se declare. Et dans les moments de tous les jours - lorsqu'un colis arrive juste a temps pour les vacances ou lorsqu'un enfant ne manque pas le bus scolaire afin de rentrer chez lui.

Nous unifions voix, donnees, video et analytique dans un ecosystame integre afin de permettre aux individus, aux entreprises et aux communautes de travailler ensemble de maniare puissante. Pour aider les gens a prendre de meilleures decisions, a agir avec confiance et a donner le meilleur d'eux-mames dans les moments qui comptent. Apportez votre passion, votre potentiel et vos talents a Motorola Solutions et entrez dans une carriare qui compte.

Department Overview Avigilon provides trusted security solutions to the global market. Avigilon designs, develops, and manufactures video analytics, network video management software and hardware, surveillance cameras,
and access control solutions. AvigilonaEUR(TM)s solutions have been installed 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.

As the Technical Support Escalation Specialist, you will be reporting to a Technical Support Team Leader. You will develop and maintain a superior understanding of Avigilon products in order to ensure critical customer issues are addressed in an accurate and timely manner. Customer issues will mainly be related to the deployment, troubleshooting, and installation of Avigilon Surveillance products. A strong customer-oriented mentality will be key to being successful in this role.

Along with being an integral part of the Technical Support team, you will also work very closely with the Engineering and Product Management teams on escalated cases. Maintaining good relationships and working as a team is also key in being successful in this role.



Responsibilities include:

a-- Maintain a superior knowledge of Avigilon products
a-- Ensuring all requests are tracked and maintained accurately in case management system
a-- Accurately prioritizing and categorizing support requests; identifying technical and pre-sales requests
that require escalation
a-- Helping to define and improve the escalation protocol
a-- Processing and owning escalated incidents from start to finish; liaising and supporting the development
on fixes while maintaining regular communication with the customer
a-- Helping to build a motivating and encouraging environment; providing leadership and direction to the
team
a-- Identifying areas for improvement in our processes and procedures; offering solutions
a-- Contributing to our growing Knowledge Base
a-- Conceiving and proposing project ideas to Technical Support leadership

Preferred Skills:

a-- Good planning and time management skills

a-- Self-motivated and focused with a passion for technology and an aptitude for customer happiness

a-- Knowledge of networking principles and IP communication

a-- Video Surveillance concepts and terminology
a-- Knowledge of Access Control products
a-- Experience with Windows troubleshooting tools and techniques
a-- Computer hardware configuration and troubleshooting experience
a-- Understanding of electricity and electronics concepts
a-- Microsoft and/or Cisco certifications
a-- Prior experience in the surveillance industry
a-- Multilingual

Basic Requirements

Required Skills:

a-- College Degree Associates or Bachelors in Business, Computer Science, IT, or Technology
a-- 2+ years of Escalations experience
a-- Help desk or Technical support experience required

#LI-JM

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes daEUR(TM)equite en matiare daEUR(TM)emploi. Nous accueillons favorablement la diversite au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapes.