Technical Support Tier I

Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – 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’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s 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’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

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.
Envysion's cloud-based solution integrates video systems with sales data to proactively identify potentially fraudulent transactions and optimize operations without the need to monitor hours of video footage.
Job Description

Core Functions

• Provide first-level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues, or escalating issues to the Tier 2 team

• Assist inexperienced or nontechnical end users in resolving issues

• Diagnoses browser and networking issues

• Records and maintains accurate information within the ticketing system

• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

• Work in a team environment

• Coordinating, working with, and following up on work performed by field techs

Winning Behaviors, Competencies, and Skills

• Should be able to prioritize and meet tight deadlines

• Must be organized, detail-oriented and able to work without constant instruction

• Possess a technical aptitude for performing technical tasks to resolve customer issues

• Ability to work in a high-intensity, fast-paced environment

• Ability to work a flexible or rotating schedule, including some weekends and evenings

• Ability to work both independently and as part of a team

• Must have excellent customer service skills and manage time well, working with multiple clients at the same time

• Must be able to communicate empathetically, logically, and clearly

• Must be able to work in an on-demand, fast-paced customer service environment without becoming frustrated, frazzled, or angry

• Always Exercise the highest level of confidentiality and ethical standards

• Proficient in configuring, and troubleshooting production services

• Configuration and troubleshooting of network issues including firewalls

• Understanding of basic Linux commands

Education & Experience:

• High School diploma or equivalent

• Inbound/Outbound technical support center experience preferred

• Customer-facing experience preferred

Must have

• Background in customer service (6+ months)

• One of the following

  • Work Experience (6+ months)

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

  • Technical education degree 

  • One of the following Certifications

    • CompTIA A+

    • CompTIA Net+

    • CCNA or CCNP 

    • Linux+ 

    • Coursera IT Support

    • Coursera CyberSecurity

Preferred Qualifications

• Basic tech 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. Indicated by ongoing education

Bonus: Nice-to-haves

• Candidate should be a self starter, can work independently, and is motivated.

• Good critical thinking, and knowing how 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.

• Salesforce (CRM aka ticketing systems)

• Field Tech. Work

• Scripting

• Able to work effectively in groups

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

• Has worked in video surveillance previously

Salary range is $50,000 - $54,300 CAD per year.

#LI-TW1

#LI-REMOTE

Basic Requirements

• 2+ years of Customer Service experience
• 2+ years of Technical Support in a Call Center environment

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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 email [email protected].

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. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à [email protected].