Motorola Solutions · 9 hours ago
Technical Support Analyst
United States
Full-time
Remote
Entry Level
$48K/yr - $55K/yr
1+ years expMotorola Solutions is a global leader in mission-critical communications and analytics, dedicated to enhancing public safety and security. The Technical Support Analyst role involves providing expert technical support for Avigilon Alta Video and Access systems, managing customer inquiries, and contributing to a knowledge-sharing environment to ensure exceptional service and support processes.
Cyber SecurityTelecommunicationsVideo
No H1B
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
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
Qualification
Required
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
Preferred
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
Benefits
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
And more!
Company
Motorola Solutions
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Silver Lake
2023-01-06Post Ipo Equity· $1B
2011-01-04IPO
Leadership Team
Mahesh Saptharishi
Executive Vice President and CTO
Jack Molloy
EVP and Chief Operating Officer
Recent News
Android Headlines
2026-01-23
Company data provided by crunchbase