Hypercare Analyst

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

• Learn and maintain a strong understanding of Motorola Solutions cloud software and products, including CCTV cameras, access control hardware, cloud software, mobile applications, servers and networks.

• Troubleshoot Motorola Solutions hardware and software products over the phone, via live-chat, email and through remote sessions

• Concisely document software, hardware, and network information in a case management system. 

• Provide an exceptional customer experience during calls, emails, chat, and customer escalations.

• Prioritise between tasks, including inbound calls, live chat and email requests, as well as working on existing case management, and recreating behaviour.

• Collaborate with the regional and global support teams to provide a high quality and effective customer experience

• Be flexible to work on call for after hours and weekend support if required.

• Continuously learn new skills, technologies & products; keeping up with Motorola Solutions' pace of innovation.

• Resolve clients' software or hardware issues by troubleshooting and diagnosing network and data problems, including utilising diagnostic tools, exporting debug logs, analysing log files, and reporting escalations to engineering.

• Strong problem solving, organizational and analytical skills, with demonstrated ability to resolve customer issues in the shortest time at the highest quality.

• Ability to read, write, and speak English fluently; with well developed interpersonal communication (written and oral) skills and the ability to document and explain complex technical problems and solutions to customers of all skill levels, while being personable.

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.  Agile, resourceful learner with strong attention to detail.

• Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates, manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders.

• Demonstrates a continuous learning mindset to digest 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

• Some relevant technical experience in any of the following business areas - Video Security, Analytics, Access Control, Telecommunication, Video Conferencing, Cloud software or Enterprise hardware support.

• Degree/Diploma in Computer Engineering, Computer Information Systems, Computer Science or equivalent.

• Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.

• A familiarity with the Onvif profile or other video streaming services.

• Multi language proficiency.

• Experience working in environments using the KCS Methodology.

• Experience using CRM (Customer Relationship Management) systems.

• Applying technical concepts to troubleshooting procedures

• Installing, configuring, and troubleshooting various operating systems, software, and hardware.

• Some knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches and Video Surveillance cameras/ Video Conferencing hardware).

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.