Technical Support Specialist

4 semanas atrás

Lisboa, Lisboa, Portugal Motorola Solutions Tempo inteiro

Job Summary

Motorola Solutions is seeking a Technical Support Specialist to join our team in Portugal. As a Technical Support Specialist, you will be responsible for ensuring critical customer issues are resolved or escalated in the most effective and efficient manner.

Key Responsibilities

  • Learn and maintain a strong understanding of MSI Video products, including Video Management System, Cameras, Servers, and Networks.
  • Research, collaborate, and troubleshoot MSI products over the phone and digital mediums.
  • Think outside the box and come up with creative solutions.
  • Lead with empathy, take complete ownership, and show urgency when resolving technical issues.
  • Concise document software, hardware, and network information in a case management system.
  • Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.
  • Prioritize between tasks, including inbound calls, existing case management, live chats, and email requests.
  • Continuously learn new skills, technologies, and products, keeping up with MSI's pace of innovation.

Requirements

  • 2-3 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer-related field is considered an asset.
  • Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
  • Minimum of 1 year experience working with CRMs.
  • Prior contact center experience in a technical support environment is considered an asset.
  • Experience working in environments using the KCS Methodology is considered an asset.

Technical Proficiencies

  • IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP, and Multicasting.
  • Installing, configuring, and troubleshooting various operating systems, software, and hardware.
  • Familiarity with the Onvif profile or other video streaming services is considered an asset.
  • Familiarity with Access Control systems and a good understanding of all the terminologies used on this business area.

Essential Skills

  • Strong problem-solving, organizational, and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
  • Well-developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
  • Ability to keep grace under pressure, multitask, and prioritize based on business needs, provide timely updates, and manage customer expectations and handle complex situations while troubleshooting critical issues and maintaining effective communication with all stakeholders.
  • A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.
  • Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.
  • Critical problem-solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.
  • Ability to replicate problems in a lab environment.

What We Offer

  • Competitive salary and bonus schemes.
  • Two weeks additional pay per year (holiday bonus).
  • 25 days holiday entitlement + bank holidays.
  • Attractive defined contribution pension scheme.
  • Private medical insurance.
  • Employee stock purchase plan.
  • Flexible working options.
  • Life assurance.
  • Enhanced maternity and paternity pay.
  • Career development support and wide-ranging learning opportunities.
  • Employee health and wellbeing support EAP, wellbeing guidance, etc.
  • Corporate social responsibility initiatives, including support for volunteering days.

Travel Requirements

Under 10%.

Relocation Provided

None.

Position Type

Experienced.

Referral Payment Plan

Yes.

Company

Motorola Solutions Portugal, Lda.

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email.

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