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.

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 Description

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

• 1+ years' experience providing software application support

• 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 minimal 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

• The 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 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

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

Consistent 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.

#LI-DB1

Basic Requirements

• High School diploma or equivalent

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

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

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. 

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.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d'équité et d'inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d'anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d'être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d'un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d'adaptation pendant toutes les étapes du processus d'embauche afin de favoriser l'inclusion des personnes vivant avec un  handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.

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