Job Description

Company Overview

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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.

Apercu de l'entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employes. Nous sommes une communaute mondiale soudee, unie par la volonte incessante de contribuer a la securite des personnes partout dans le monde. Nos technologies de communication, de securite video et de centre de commandement essentielles soutiennent les agences de securite publique et les entreprises, permettant une coordination essentielle pour des communautes, des ecoles, des hopitaux et des entreprises plus securitaires. Connectez-vous a une carriere qui compte et aidez-nous a batir un avenir plus sur.

Department Overview

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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.

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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

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High School diploma or equivalent Background in customer service, or Customer-facing experience (6+ months)

Travel Requirements

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None

Relocation Provided

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None

Position Type

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Experienced

Referral Payment Plan

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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.


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 diversite, d'equite et d'inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiees, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identite et expression sexuelle, statut d'anciens combattants ou tout autre statut protege par la Loi.


Nous sommes fiers de notre culture axee sur les personnes et les communautes, encourageant ainsi chaque Motorolan d'etre la version la plus authentique de lui-meme dans ses responsabilites afin de tenir la promesse d'un monde plus securitaire.


Si vous souhaitez vous joindre a notre communaute mais croyez que vous ne possedez pas toutes les exigences requises pour le poste convoite, nous aimerions tout de meme connaitre les raisons pour lesquelles vous pensez etre un excellent candidat pour notre equipe.


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