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Technical Support Escalation Specialist

Company: Motorola Solutions
Location: Fresno
Posted on: January 15, 2022

Job Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company OverviewMotorola Solutions is there for our customers when everything is on the line. In extreme moments - when a hurricane lands or when a fire breaks out. And in everyday moments - when a package arrives just in time for the holiday or when a child doesn't miss the school bus home.We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department OverviewPelco, Inc. is a Motorola Solutions Company and a global leader in the design, development, and manufacture of predictive video security solutions, including video surveillance cameras, video management and recording systems, security software, and aligned services.
Job DescriptionAs an Escalation Specialist, you will develop and maintain a superior understanding of Pelco products in order to ensure critical customer issues are addressed in an accurate and timely manner. Customer issues will mainly be related to the deployment, troubleshooting, and installation of Pelco Surveillance products. A strong customer-oriented mentality will be key to being successful in this role.Along with being an integral part of the Technical Support team, you will also work very closely with the Engineering and Product Management teams on escalated cases. Maintaining good relationships and working as a team is also key in being successful in this role.Responsibilities include:

  • Maintain a superior knowledge of Pelco products
  • Ensuring all requests are tracked and maintained accurately in case management system
  • Accurately prioritizing and categorizing support requests; identifying technical and pre-sales requests that require escalation
  • Helping to define and improve the escalation protocol
  • Processing and owning escalated incidents from start to finish; liaising and supporting the development on fixes while maintaining regular communication with the customer
  • Helping to build a motivating and encouraging environment; providing leadership and direction to the team
  • Identifying areas for improvement in our processes and procedures - Offering solutions where possible
  • Contributing to our growing Knowledge Base
  • Conceiving and proposing project ideas to Technical Support leadershipQualifications:
    • 5+ years' experience providing technical support for a technology company
    • Exceptional problem solving skills
    • Self-motivated and focused with a passion for technology and an aptitude for customer happiness
    • Excellent verbal and written communication skills
    • Possesses strong analytical and troubleshooting skills
    • Must be able to quickly learn and understand new ideas and concepts
    • Pleasant, friendly style of verbal and written communication
    • Work well in a team environment
    • Experience mentoring/training staff
    • Ability to work well under pressure
    • Good planning and time management skills
    • Works well in a team environmentTechnical Skills:
      • Excellent knowledge of networking principles and IP communication
      • Excellent knowledge of Video Surveillance concepts and terminology
      • Excellent knowledge of Access Control products
      • Excellent knowledge and experience with Windows troubleshooting tools and techniques
      • Excellent computer hardware configuration and troubleshooting skills
      • Good understanding of electricity and electronics concepts

        Basic RequirementsUniversity degree and three years of technical support experience OR equivalent combination of education and experienceVaccine RequirementAs an employer of 100 or more employees, Motorola Solutions has implemented a policy requiring all U.S. employees reporting to a workplace (anywhere you are performing services on behalf of Motorola Solutions) where other people are present (including coworkers and customers) be fully vaccinated against COVID-19 by February 9, 2022. Any employees not fully vaccinated by this date will be required to participate in periodic COVID-19 testing.If you are unable to be fully vaccinated, you may apply for a reasonable accommodation based on a qualified medical condition or religious belief. Any offer of employment will be contingent on candidate's ability to demonstrate proof of vaccination (unless approved for a reasonable accommodation based on a qualified medical condition or religious belief) or willingness to participate in periodic COVID-19 testing.

        Travel RequirementsNone
        Relocation ProvidedNone
        Position TypeExperienced
        Referral Payment PlanYesOur 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!

          EEO StatementMotorola 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.

Keywords: Motorola Solutions, Fresno , Technical Support Escalation Specialist, IT / Software / Systems , Fresno, California

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