Technical Support Tier I

**Company Overview**:
At 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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

**Summary:
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 resolution
- Conducts initial triage assessment of reported product issues
- Works 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 people
- Maintains high levels of client satisfaction
- Accurately documents calls and cases
- Provides feedback to Quality Assurance Department on software issues
- Keeps up to date with new products and technology
- Escalates product issues to Engineering/Product Development as necessary
- Adheres to standard operating procedures

**Qualifications**:

- Bachelor’s degree in Computer Science, Information Technology or related field preferred
- Strong troubleshooting skills with demonstrated ability to quickly identify root cause and implement solution
- Ability to communicate effectively and professionally both verbally and written
- Demonstrated interpersonal skills with emphasis on customer service
- Proficiency with Microsoft Office Suite
- Ability to work independently and as part of a team
- Flexible schedule including evenings, weekends and holidays may be required
- Ability to work in a fast paced environment with mínimal supervision

**Education & Experience**:

- High School diploma or equivalent

- Background in customer service, or Customer-facing experience (6+ months)

- Inbound/Outbound technical support center experience

- One of the following

- Work Experience (6+ months)

- Engineering, Computer Science or related IT fields. Customer service, call center

- Technical education degree

- One or more of the following Certifications

- Coursera CyberSecurity

- Coursera IT Support

- Linux+

- CCNA or CCNP

- CompTIA Net+

- CompTIA A+

Must have

- Good critical thinking, and the skills to find information when lacking the knowledge

- Good 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 groups

Preferred Qualifications

- Basic hardware and networking skills

- Indicators of such being: CompTIA A+, CompTIA Net+, Command Line, can build their own computer

- Basics and principles of troubleshooting

- Linux experience

- Help desk or call center experience

- Looking for someone who wants to settle into a career, and to grow themselves

- Salesforce experience

- Field Technician Work

- Scripting

- Creation of Knowledge-base articles, or customer facing documentation

- Has worked in video surveillance previously

Target Base Salary Range: $50,000 -$53,000 CAD

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**Basic Requirements**:

- High School diploma or equivalent

- Background in customer service, or Customer-facing experience (6+ months)

**Travel Requirements**: None
**Relocation Provided**: None
**Position Type**: Experienced
**Referral Payment Plan**: No
**_
EEO 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.

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