Technical Support Specialist at Motorola Solutions
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department OverviewTechnical Support - We provide service and support to Openpath's access control installers, admins, and end-users. We are a customer-facing team responding to inbound technical support questions over the phone, email, or chat.
Job DescriptionThis role can be remote anywhere in the United States.What you’ll do & more...
Respond in a timely and professional manner to all inbound (phone, email, chat, web) support tickets
Help ensure our installation partners can successfully install and service our systems at customer locations with over the phone/web support
Handle and manage escalated tickets via our ticketing system
Offer white glove support to high priority customers and partners
Tackle complex use-cases from our installation partners including but not limited to, onsite installation assists, troubleshooting issues that require deep diving into syslogs
Provide software training to partners and end customers via web conference software
Be intimately familiar with all technical aspects of the Openpath platform (hardware, cloud software, mobile applications, key cards, etc)
Understand and be able to support wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third party software which integrate with Openpath)
Work with our engineering team for technical support escalations, manage the communication process, and respond to the partner/end user ticket requester
Serve as Openpath subject matter experts within the team and the company
EDUCATION: BA/BS highly preferred but not required. Will consider experience over degree.
EXPERIENCE: 2+ years of professional work experience either supporting access control for a manufacturer or systems integrator.
Advanced understanding of Linux Commands to navigate system logs a plus.
Basic knowledge of TCP/IP, Routing & Switching a plus.
Results-oriented, dependable and accountable.
Can operate in a fast-paced, entrepreneurial environment.
Highly organized, can juggle multiple competing priorities and tasks.
A strong communicator (verbal, written and interpersonal) with excellent customer facing manner and technique.
Possess a can-do attitude, willing to roll up your sleeves and help outside your specific role as necessary.
You take initiative, know what needs to be done and operate with a sense of urgency, focus and discipline.
Ability to work a flexible schedule and share on call duties as needed.
High School Diploma or equivalent
2+ years of technical support experience
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.