Job Description

Company Overview

At Motorola Solutions, we\xe2\x80\x99re guided by a shared purpose \xe2\x80\x93 helping people be their best in the moments that matter \xe2\x80\x93 and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We\xe2\x80\x99re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That\xe2\x80\x99s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We\xe2\x80\x99re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that\xe2\x80\x99s critical to connect those in need with those who can help. The work we do here matters.

Aper\xc3\xa7u de l\xe2\x80\x99entreprise

Chez Motorola Solutions, nous sommes guid\xc3\xa9s par un objectif commun: aider les gens \xc3\xa0 donner le meilleur d\xe2\x80\x99eux-m\xc3\xaames dans les moments les plus importants - et nous sommes \xc3\xa0 la hauteur de notre engagement en cr\xc3\xa9ant des solutions s\xc3\xa9curis\xc3\xa9es. Parce que les gens ne peuvent donner le meilleur d\xe2\x80\x99eux-m\xc3\xaames que lorsqu\xe2\x80\x99ils se sentent en s\xc3\xa9curit\xc3\xa9 et qu\xe2\x80\x99ils le sont. Nous cr\xc3\xa9ons des solutions s\xc3\xa9curis\xc3\xa9es en d\xc3\xa9veloppant les meilleures technologies int\xc3\xa9gr\xc3\xa9es \xc3\xa0 travers les \xc3\xa9cosyst\xc3\xa8mes de s\xc3\xbbret\xc3\xa9 et de s\xc3\xa9curit\xc3\xa9. Qu\xe2\x80\x99il s\xe2\x80\x99agisse d\xe2\x80\x99appareils et de r\xc3\xa9seaux de communications essentiels, d\xe2\x80\x99une s\xc3\xa9curit\xc3\xa9 vid\xc3\xa9o et d\xe2\x80\x99un contr\xc3\xb4le d\xe2\x80\x99acc\xc3\xa8s bas\xc3\xa9s sur l\xe2\x80\x99IA ou d\xe2\x80\x99une capacit\xc3\xa9 d\xe2\x80\x99unir la voix, vid\xc3\xa9o et les donn\xc3\xa9es dans un seul centre de commandement. Nous cr\xc3\xa9ons des solutions s\xc3\xa9curis\xc3\xa9es en connectant les agences de s\xc3\xa9curit\xc3\xa9 publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d\xe2\x80\x99aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview Alta Access is a global technology company. We exist because we believe that we can create a better, smarter way to deliver security.

We inject intelligence into our approach to security and all our solutions. We help organizations see, understand, and act on their surroundings to protect their people, business, and reputation in real time.

We know that the best way to meet our goals is with a diverse team, where everyone\'s voice is heard. We\'re always looking to increase the variety of ideas and points of view at Alta Access.

We are looking for an experienced technical support team lead as a member of our phone and web portal support team.

iv>Who You Are

• You are a leader.
• You enjoy working with others and thrive in a team environment both as a contributor and an observer.
• You are eager to teach as well as learn.
• You are vigilant about goal setting and completion, and will always strive to exceed goals whenever possible.
• You are open-minded and will assess situations from every angle in order to make good, impactful decisions.
• You are not satisfied with subpar performance and will hold yourself, as well as others, accountable when goals and/or expectations are not met.
• You are agile and can easily iterate on existing tasks/projects when change is necessary.
• You are proactive, a great communicator, detail-oriented, and tech-savvy.
• You always see a project through from start to finish.
• You are able to take on new projects with minimal supervision, and you\xe2\x80\x99re able to take initiative when tasked with something you\xe2\x80\x99re unfamiliar with.

What You Will Do

• Maintain your support funnel which primarily consists of inter and/or intra-departmental escalations. In some cases, you will be asked to handle escalations over the phone.
• Own the customer communication component of support tickets and ensure that customers are informed of any updates in a timely manner.
• Stay on top of inbox traffic, make sure SLAs are met, and assist the team when necessary.
• Help the team, in general, to stay on top of the Support team\xe2\x80\x99s KPIs by ensuring fast response times, high CSAT scores, and low time to resolution.
• Perform ticket spot checks and ensure that Support standards are met in every customer interaction; focus on the 3Ps (Predicting Challenges, Psychic Pizza, Personalized Service)
• Conduct coaching sessions; focus on KPI goals and/or knowledge gaps.
• You will be the primary owner of the CSAT and Time to Resolution metrics for your team. Though you won\xe2\x80\x99t have direct reports, your coaching sessions and initiatives must result in a positive bump of either or both metrics.
• Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience.
• Have a high-level knowledge of all Openpath products and be able to coach to or assist in answering tickets from each brand at a Tier 1 Level or higher.

How You Will Succeed

• Consistently meet or exceed KPI goals
• Complete delivery of quarterly goals in a timely manner with a focus on results
• Be organized; you must be able to multi-task yet still ensure that positive customer experiences are a top priority
• Be able to work well with other teams within and outside of the Support organization
• Communicate frequently; include any progress, roadblocks, successes, and failures
• Always be willing to give and receive feedback; when you see it, say it
• Be vigilant; you must always keep a pulse on anything that could directly impact initiatives, be it good or bad, and be able to pivot when necessary

Preferred Qualifications:

Ability to communicate effectively, both written and verbal, with exceptional interpersonal skills.

Leadership experience is not required but is an asset.

Prior training/coaching/mentoring/facilitation experience will be considered an asset.

Demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering customer issues.

1 - 2 years of tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

You are vigilant about goal setting and completion, and will always strive to exceed goals whenever possible.

You are able to take on new projects with minimal supervision, and you\xe2\x80\x99re able to take initiative when tasked with something you\xe2\x80\x99re unfamiliar with.

Well-organized with the ability to multi-task and work with minimal supervision.

This position is a remote position and candidates can be located anywhere in Canada.

Salary Range: $59,600 - $105,500 CAD Per year

#LI-TW1

#LI-REMOTE

Basic Requirements

3 - 4 years of Tier 1 technical support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

Experience in a leadership or supervisory role.

Travel Requirements Under 10%

Relocation Provided None

Position Type Experienced

Referral Payment Plan Yes

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d\xe2\x80\x99\xc3\xa9quit\xc3\xa9 en mati\xc3\xa8re d\xe2\x80\x99emploi. Nous accueillons favorablement la diversit\xc3\xa9 au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicap\xc3\xa9s.

Motorola Solutions