Technical Support Analyst

Motorola Solutions is a global leader in mission-critical communications and analytics, focused on providing safety through innovative technology. The Technical Support Analyst role involves delivering expert technical support for Avigilon Alta Video and Access systems, managing customer inquiries, and contributing to the knowledge base to enhance customer experience.ResponsibilitiesProvide 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 hardwareEnsure 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 lifecycleDrive 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 resolutionDocument 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 resolutionCollaborate 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 teamContribute to Project Work: Undertake project work as needed by the department Manager to enhance support processes and customer experienceSupport Partner Success: Provide over-the-phone/web support to our installation partners, enabling them to successfully install and service our systems at customer locationsEngage 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 learningSeek 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 MeetContribute 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 improvementActively 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-solvingSkills1+ years of Technical Support experienceHigh School Diploma or equivalentLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this positionExperience with access control systems or video management systemsKnowledge of Windows ServerTechnical certifications (CompTIA A+, CCNA, etc.)Strong communication and interpersonal skillsAbility to multitask and work independently1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environmentBenefitsIncentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family LeaveAnd more!Company OverviewMotorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers. It was founded in 1928, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is http://www.motorolasolutions.com.



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