Hypercare Analyst

Company Overview

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.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Job Description

• This is a hybrid role, with the expectation to be present in the Motorola Solutions office on a regular basis.
• 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.

Basic Requirements

• 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