Hypercare Analyst
Core
Troubleshoot and diagnose hardware and software issues for Motorola Solutions' mission-critical communications, video security, and cloud analytics products via phone, chat, email, and remote sessions.
Role type
Senior IC technical support analyst (video security & analytics)
Builds
Customer support for mission-critical communications, command center software, and video security/analytics platforms
Domain
Public safety, security, and surveillance technology
Deliverable
client delivery
Required skills
troubleshooting hardware and software, network diagnostics (TCP/IP, Ethernet, VoIP), log analysis, case management documentation, customer communication, root cause analysis, lab environment replication
Preferred skills
video security/analytics experience, access control/telecommunication knowledge, CRM usage, KCS methodology, multi-language proficiency
Technologies
CCTV cameras, access control hardware, cloud software, mobile applications, servers, networks, Onvif profile, video streaming services, diagnostic tools
Responsibilities
Troubleshoot hardware and software products over phone/chat/email/remote sessions; document software, hardware, and network information in a case management system; prioritize tasks including inbound calls, live chat, and email requests; collaborate with regional and global support teams; resolve client issues by diagnosing network and data problems; replicate problems in a lab environment; provide exceptional customer experience during escalations
Seniority
Experienced, hands-on IC
