Technical Support Tier I

Full job description

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.

Department Overview

Envysion, 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

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)