Sr. Technical Support Specialist - US Remote

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we're living up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We're building integrated technologies that help protect people, property and places. We're connecting public safety agencies and enterprises - enabling the collaboration that's critical for a more proactive approach to safety and security. We're committed to solving for safer every day because the work we do here matters.

Department Overview

Avigilon Alta Access is hiring a Senior Technical Support Specialist who has experience installing and servicing access control systems at customer locations or acting in the role of Technical Support Specialist for an access control vendor or installer.
This is a customer-facing role, responding to inbound technical support phone calls, emails, tickets, and live chats, both from our partners who are installing and supporting the Avigilon Alta Access solution, and the end customers who are using our solution.

Job Description

The ideal candidate will be familiar with legacy access control systems and their installation/support.  

The Ideal candidate will have experience working in a similar role at an access control manufacturer, or a systems integrator installing access control solutions, or supporting the installation of access control. 
Also, have experience escalating technical issues to Engineering and working directly with Senior Management.

What you’ll do & more...

• Respond in a timely and professional manner to all inbound (phone, email, chat, web) support tickets

• Help ensure our installation partners can successfully install and service our systems at customer locations with over the phone/web support

• Handle and manage escalated tickets via our ticketing system

• Offer white glove support to high priority customers and partners

• Tackle complex use-cases from our installation partners including but not limited to, onsite installation assists, troubleshooting issues that require deep diving into syslogs

• Provide software training to partners and end customers via web conference software

• Be intimately familiar with all technical aspects of the Alta platform (hardware, cloud software, mobile applications, key cards, etc)

• Understand and be able to support wiring, peripheral door hardware, and integration (with video management systems, wireless locks, and other third party software which integrate with Alta Access)

• Work with our engineering team for technical support escalations, manage the communication process, and respond to the partner/end user ticket requester

• Serve as Alta Access subject matter experts within the team and the company

This position is a remote position and candidates can be located anywhere in the US.

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Basic Requirements

• 3-5 Years Technical/IT Experience.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola 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.