ASG Support Technician - US Remote (Overnight Shift)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live 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 by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

VaaS, a “video analysis as a service” company, is a leading global provider of data and image analytics for vehicle location. The company’s image capture and analysis platform, which includes fixed and mobile license plate reader cameras driven by machine learning and artificial intelligence, provides vehicle location data to public safety and commercial customers. Acquired in January 2019, this new product offering will expand the Motorola Solutions command center software portfolio with the largest shareable database of vehicle location information that can help shorten response times and improve the speed and accuracy of investigations.The Product Management Team works to ensure that products are aligned with customer needs and requirements, taking input from customers and internal stakeholders to define requirements for software development that enhance the product's value to the customer.

Position Description
As an ASG Support Technician Tier 2 you will provide excellent customer service to new and existing customers by independently troubleshooting, installing, and supporting software and hardware equipment such as laptops, servers, and LPR camera systems. The Support Technician will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems. This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Job Description

As a Support Technician team member, this position provides excellent customer service to new and existing customers and internal customers by independently troubleshooting, installing, and supporting customers on software and hardware equipment such as laptops, servers, and LPR camera systems. The Technical Support II will be taking incoming calls from the support queue related to complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems.  This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.

• Provide courteous and knowledgeable troubleshooting support over the phone, via email and in person.

• Ensure timely and accurate set up of all systems

• Phone Support during regular business hours and on-call availability during off hours

• Monitor Chat sessions to assist other team members

• Test systems to ensure they are working correctly

• May be required to adjust systems, including mechanical, electrical, software or hardware, to make equipment functional depending upon the environment.

• Follow the department process, procedure, and metrics for a technical support III technician

• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system

• Train customers on use of systems including software, hardware and installation.

• Multi-task and have excellent time management skills

• Understand the severity of an issue and escalate