Customer Technical Solutions Specialist

1 day ago

Edinburgh, Edinburgh, United Kingdom Motorola Solutions Full time

Job Title: Customer Technical Solutions Specialist

About the Role:

We are seeking a highly skilled Customer Technical Solutions Specialist to join our team at Motorola Solutions. As a key player in our managed service, customer-interfacing role, you will couple technical and client relationship skills to successfully implement and support our product range.

Key Responsibilities:

  • Act as the main point of contact for customers for any complaints, inquiries, and issues.
  • Provide remote break/fix support and update tickets within the customer Service Level Agreement.
  • Travel to customer sites to provide user support.
  • Provide technical escalation and reporting for incidents.
  • Monitor issue resolution status and duration own issues on behalf of the customer.
  • Provide and schedule guidance and training to customers about product operation and maintenance procedures.
  • Update technical manual and reference guides with recent product updates and developments.
  • Continuously acquire necessary product expertise.
  • Attend educational workshops and trainings to develop sufficient knowledge to conduct field support activities.
  • Participate in industry events, conferences, meetings, etc., to develop business networking and references.
  • Help meet all operational goals: being willing to cross-functional boundaries as and when required.
  • Providing Tier 1, 2, and 3 support on our hardware and software products, liaising with R&D team as and when required.
  • Delivering customer professional services.
  • Out of hours support on a rotational basis.

Requirements:

  • Strong Microsoft Windows Server skills.
  • Storage fundamentals (including Cloud).
  • Cloud Knowledge, AWS and Azure.
  • Good understanding of networking including switches, firewalls, and trouble-shooting.
  • Customer Service.
  • Good working knowledge of PC and other hardware troubleshooting skills. IT Technical Support Experience.
  • Driver license.
  • AWS certification an advantage.

What We Offer:

  • Competitive salary and bonus schemes.
  • Two weeks additional pay per year (holiday bonus).
  • 25 days holiday entitlement + bank holidays.
  • Attractive defined contribution pension scheme.
  • Private medical insurance.
  • Employee stock purchase plan.
  • Flexible working options.
  • Life assurance.
  • Enhanced maternity and paternity pay.
  • Career development support and wide-ranging learning opportunities.
  • Employee health and wellbeing support EAP, wellbeing guidance, etc.
  • Carbon neutral initiatives/goals.
  • Corporate social responsibility initiatives including support for volunteering days.
  • Well-known companies discount scheme.

About Us:

Motorola Solutions is committed to designing and delivering the mission-critical ecosystem our public safety & enterprise customers refer to as their lifeline – mission-critical communications, software, video, and services. Our drive for continuous innovation and partnership with our customers enables them to be ready – in the day-to-day moments, and in the moments that matter most.

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