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Technical Support Tier I
4 weeks ago
Full job descriptionCompany OverviewAt Motorola Solutions, we believe that everything starts with our people. Were a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination thats critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.Department OverviewEnvysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customers issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have the willingness to learn, be trained, and develop key technical skills to support Envysion customers.Job DescriptionSummary:The Technical Support Engineer provides first level technical support for Avigilon customers by telephone or other media. They diagnose and resolve customer problems using established processes and procedures. The Technical Support Engineer also works on billable time entries to provide estimates of hours required to solve a problem.Responsibilities:Responds to customer service requests in a timely manner and ensures they are tracked until resolutionConducts initial triage assessment of reported product issuesWorks with Customer Service Manager to determine if issue can be resolved over-the-phone or if additional support is required (i.e. case transfer)Communicates effectively with both internal and external clients. This includes handling difficult situations with customers as well as communicating technical information to non-technical peopleMaintains high levels of client satisfactionAccurately documents calls and casesProvides feedback to Quality Assurance Department on software issuesKeeps up to date with new products and technologyEscalates product issues to Engineering/Product Development as necessaryAdheres to standard operating proceduresQualifications:Bachelors degree in Computer Science, Information Technology or related field preferred1+ years experience providing software application supportStrong troubleshooting skills with demonstrated ability to quickly identify root cause and implement solutionAbility to communicate effectively and professionally both verbally and writtenDemonstrated interpersonal skills with emphasis on customer serviceProficiency with Microsoft Office SuiteAbility to work independently and as part of a teamFlexible schedule including evenings, weekends and holidays may be requiredAbility to work in a fast paced environment with minimal supervisionEducation & Experience:High School diploma or equivalentBackground in customer service, or Customer-facing experience (6+ months)Inbound/Outbound technical support center experienceOne of the followingWork Experience (6+ months)Engineering, Computer Science or related IT fields. Customer service, call centerTechnical education degreeOne or more of the following CertificationsCoursera CyberSecurityCoursera IT SupportLinux+CCNA or CCNPCompTIA Net+CompTIA A+Must haveThe candidate should be a self starter, has the capacity to work independently, and is motivated.Good critical thinking, and the skills to find information when lacking the knowledgeGood organization and prioritization skills.Strong communication skills. Speaks clearly, and can navigate and defuse heated conversations, as well as take clear and concise messages.Able to work effectively in groupsPreferred QualificationsBasic hardware and networking skillsIndicators of such being: CompTIA A+, CompTIA Net+, Command Line, can build their own computerBasics and principles of troubleshootingLinux experienceHelp desk or call center experienceLooking for someone who wants to settle into a career, and to grow themselvesSalesforce experienceField Technician WorkScriptingCreation of Knowledge-base articles, or customer facing documentationHas worked in video surveillance previouslyTarget Base Salary Range: $50,000 -$53,000 CADConsistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.Basic RequirementsHigh School diploma or equivalentBackground in customer service, or Customer-facing experience (6+ months)
