Hypercare Analyst

Motorola Solutions is a global leader in mission-critical communications and analytics, providing technology platforms for public safety, security, and surveillance. The Video Division specializes in innovative AI-based surveillance systems and cloud service platforms deployed worldwide in various sectors including education, transportation, healthcare, and government.

• Strong problem-solving, organizational, and analytical skills to resolve customer issues efficiently and with high quality
• Fluent English with strong interpersonal communication skills in writing and speaking
• Ability to work independently and collaboratively, with strong attention to detail and resourcefulness
• Ability to multitask, prioritize, manage customer expectations, and communicate effectively under pressure
• Continuous learning mindset to keep up with evolving product lines
• Critical problem-solving skills with ability to collect data and review basic logs for root cause identification
• Ability to replicate problems in a lab environment
• Working knowledge in applying technical concepts to troubleshooting
• Experience installing, configuring, and troubleshooting various operating systems, software, and hardware
• Basic networking knowledge including TCP/IP, Ethernet, VoIP, switches, video surveillance cameras, and video conferencing hardware
• Preferred: Relevant experience in video security, analytics, access control, telecommunication, video conferencing, cloud software, or enterprise hardware support
• Preferred: Degree/Diploma in Computer Engineering, Information Systems, Computer Science or equivalent
• Preferred: Certifications such as CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+
• Preferred: Familiarity with Onvif profile or other video streaming services
• Preferred: Multilingual proficiency
• Preferred: Experience with KCS Methodology and CRM systems

• 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 via phone, live-chat, email, and remote sessions
• Document software, hardware, and network information concisely in a case management system
• Provide exceptional customer experience during calls, emails, chats, and escalations
• Prioritize tasks including inbound calls, live chat, email requests, case management, and behavior recreation
• Collaborate with regional and global support teams to ensure effective customer support
• Be flexible to work on-call after hours and weekends if required
• Continuously learn new skills, technologies, and products to keep pace with Motorola Solutions' innovation
• Resolve client software or hardware issues by troubleshooting and diagnosing network and data problems, utilizing diagnostic tools, exporting debug logs, analyzing log files, and reporting escalations to engineering