Technical Support Specialist

Overview

Reporting to a Technical Support Team Lead or Manager, the Technical Support Specialist ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Success in this role will be defined by a strong customer‑first mentality, a thorough systematic approach to troubleshooting hardware, software, or systems, and the curiosity to learn about a diverse set of technologies.

Responsibilities

• Learn and maintain a strong understanding of Motorola Solutions software and products with a primary focus on Silent Sentinel products
• Troubleshoot Motorola Solutions hardware, software and systems over the phone, chat and remotely
• Concisely document software, hardware, and network information in a case‑management system
• Provide an exceptional customer experience during calls, e‑mail, chat, and customer escalations
• Prioritize between tasks including inbound calls, existing case...