Scope of Responsibilities/Expectations
* Provides timely and accurate first level technical assistance/support via phone, for the Mobile Computing Device (MCD) and Wireless Infrastructure Device (WID) family of products by using standard support tools and existing guidelines. This includes but is not limited to hand held mobile computers (Palm and Windows CE operating systems), Wireless Access Points, Switches, Routers, associated accessories.
* Use Call Resolution Management (CRM) software system to maintain accurate on line records of all calls received into the Support Center and steps taken to resolve.
* Evaluate customer calls, determine customer entitlement and requirements then resolve the problem or transfer caller/request to the proper Motorola associate, department, on site FSR or escalation queue as required.
* Makes regular contributions to the Knowledge Management systems and call reduction initiatives.
* Promote a positive image of product, technical skills, and company commitment to provide quality service.
* Keep abreast of all policies, procedures, and service offerings that affect both our internal and external customers.
* Perform additional duties and responsibilities as assigned by supervisor.
Specific Knowledge/Skills
* Associates Degree related to the Technology sector or Technical Certification related to Information Systems and System Troubleshooting or 3 years directly related career experience.
* MCSE / CCNA certification preferred.
* Knowledge of Palm and Windows CE mobile operating systems, TCP/IP, Windows 2K/XP, Windows server 2K and 2K3, basic VB, C, C++.
* Must have excellent communications skills; oral, written, and listening in Spanish and English.
* Must have strong diagnostic and problem solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone.
* Two to three years Support Center/Help Desk experience in a direct customer support role would be a plus.
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*Job ID:* 106936
*Location:* MEXICO - ZMX - REYNOSA
*Job Category:* Information Technology
*Position Type:* Experienced
*Relocation Provided:* None
*Education Required:* Bachelors / Degree
*Experience Required:* 1 - 3
*Department Description:* Under direct supervision, the Technical Support Specialist delivers first level technical support to Motorola’s Latin America customers including Motorola Associates, end users, VAR's, Strategic Alliance Partners, OEM's, etc. Technical Support Specialists provide a single point of contact for technical assistance and problem resolution. Specialists will be expected to work closely with other senior support personnel in order to resole our customer’s issue.