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Since 1928, Motorola Solutions has been a pioneer in the communications industry. From its first car radio in 1930 to its most current mobile device, Motorola Solutions has been de
Technical Support Team Lead
Location
Malaysia
Posted
37 days ago
Salary
0
Seniority
Mid Level
Job Description
Technical Support Team Lead
Motorola Solutions
Company OverviewAt 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 OverviewDepartment Description 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 DescriptionReporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day operations within the Technical Support organization. In addition, this role oversees the team's performance levels, queue coverage, and resources time utilization in order to meet the department's KPIs. You will be responsible for coaching, mentoring and guiding a team of Technical Support Agents. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members. Basic RequirementsKey Responsibilities - Stay on top of all queues, ensure service levels are met, and assist the support team when necessary. - Perform ticket spot checks and ensure that Support standards are met in every customer interaction. - Support various approaches such as regular scheduled 1-1s team huddles, side by side sit-ins, remote monitoring to provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication. - Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience. - Have a high-level knowledge of all MSI Fixed Video products - Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests. - Cultivate a motivating and encouraging team environment for high employee engagement. Recognize and celebrate individual and team successes. - Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connecting with them via callbacks. - Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable - Undertake various primeships as per Management Team's needs & requirements in addition to Team Lead duties - Work closely with the Technical Support Manager on development & execution of Strategic plans & initiatives tied to overall vision. Basic Qualifications - 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset. - 2-3 years technical support experience supporting enterprise level applications - 1-2 years plus experience leading a team in a Technical Support environment is a plus. - Experience working in environments using the KCS Methodology. - Strong working knowledge of Motorola Solutions products, especially Unity, Pelco and/or Alta platforms. - Excellent communication skills both written and verbal, with the ability to manage customer expectations. - Strong organizational skills and attention to detail. Preferred Qualifications - Familiarity with Salesforce, Google Workspace, Jira, and Slack. - Background in surveillance systems, networking, or enterprise software deployment - Previous project management experience or PMP certification is a plus. - Certifications such as, but not limited to: CCNA, MCSA, MTA, LFS, MCSE, CompTIA A+, ITIL. Additional Information - This role is hybrid. - Flexible working hours and shifts. Travel RequirementsNone Relocation ProvidedNone Position TypeExperienced Referral Payment PlanNoEEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
Benefits
- 401(K), 401(K) matching, Adoption Assistance, Childcare benefits, Commuter benefits, Dedicated diversity and inclusion staff, Dental insurance, Disability insurance, Volunteer in local community, Employee stock purchase plan, Family medical leave, Flexible Spending Account (FSA), Generous parental leave, Generous PTO, Company-sponsored happy hours, Health insurance, Highly diverse management team, Job training & conferences, Open door policy, Life insurance, Charitable contribution matching, Mentorship program, Online course subscriptions available, Onsite gym, Open office floor plan, Paid holidays, Paid industry certifications, Onsite office parking, Partners with nonprofits, Performance bonus, Pet insurance, Promote from within, Lunch and learns, Relocation assistance, Remote work program, Free snacks and drinks, Team based strategic planning, OKR operational model, Continuing education available during work hours, Tuition reimbursement, Mandated unconscious bias training, Unlimited vacation policy, Vision insurance, Wellness programs, Mental health benefits, Diversity employee resource groups, Hiring practices that promote diversity, Employee resource groups
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As an Open Organization built on open source software, Red Hat values innovation, solid technical acumen, customer focus, leadership, and the creativity that impacts the customer experience across a range of products. The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced Senior Technical Support Engineer with Linux networking experience to join us. In this role, you will build on your expertise with Red Hat technologies, namely Red Hat Enterprise Linux (RHEL) running on hybrid cloud, while providing outstanding technical support to our customers. You'll work closely with our developer and quality engineering (QE) teams to incorporate customer feedback and make Red Hat Enterprise Linux (RHEL) an even better product. The customers you'll interact with are often last level technical contacts on the customer's side, like system administrators, architects, and solution engineers. 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Építs velünk régiós vállalkozás-fejlesztési ökoszisztémát! A BossConnect egy országos vállalkozás-fejlesztési társadalmi vállalkozást épít. A modellünk egyszerre támaszkodik egy több mint egy évtizede működő mentorprogramra, egy piaci logikában működő KKV-akcelerátorra, valamint olyan operatív capability-kre, mint a KKV-screening, mentor-matching, sales, recruitment, egyetemi HUB-építés és nemzetközi kapcsolódás. A célunk nem pusztán programok futtatása, hanem valódi, regionálisan is működő delivery layer felépítése a magyar KKV-k fejlődéséhez. Most olyan Regionális koordinátorokat keresünk, akik nem adminisztratív szerepet keresnek, hanem szeretnének egy térségben zászlóvivői és főszervezői lenni egy új vállalkozás-fejlesztési ökoszisztéma felépítésének. Mi lesz a küldetésed? 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