Technical Support Tier I

The Technical Support Engineer provides first-level technical support for Avigilon customers, diagnosing and resolving problems via phone or other media. This role involves timely response to service requests, initial triage, and effective communication with clients, including handling difficult situations and translating technical information. The engineer will maintain high client satisfaction, accurately document calls, provide feedback to QA, stay updated on new products, and escalate issues to engineering as needed, adhering to standard operating procedures.

Must Have

• Respond to customer service requests in a timely manner and ensure they are tracked until resolution
• Conduct initial triage assessment of reported product issues
• Work with Customer Service Manager to determine if issue can be resolved over-the-phone or if additional support is required
• Communicate effectively with both internal and external clients, including handling difficult situations and communicating technical information to non-technical people
• Maintain high levels of client satisfaction
• Accurately document calls and cases
• Provide feedback to Quality Assurance Department on software issues
• Keep up to date with new products and technology
• Escalate product issues to Engineering/Product Development as necessary
• Adhere to standard operating procedures
• 1+ years’ experience providing software application support
• Strong troubleshooting skills with demonstrated ability to quickly identify root cause and implement solution
• Demonstrated interpersonal skills with emphasis on customer service
• Proficiency with Microsoft Office Suite
• Ability to work independently and as part of a team
• Ability to work in a fast paced environment with minimal supervision
• High School diploma or equivalent
• Background in customer service, or Customer-facing experience (6+ months)
• Inbound/Outbound technical support center experience
• Self-starter, with capacity to work independently and motivated
• Good critical thinking, and skills to find information when lacking knowledge
• Good organization and prioritization skills
• Strong communication skills (speaks clearly, navigates and defuses heated conversations, takes clear and concise messages)
• Able to work effectively in groups

Good to Have

• Basic hardware and networking skills (e.g., CompTIA A+, CompTIA Net+, Command Line, building own computer)
• Basics and principles of troubleshooting
• Linux experience
• Help desk or call center experience
• Desire to settle into a career and grow
• Salesforce experience
• Field Technician Work
• Scripting
• Creation of Knowledge-base articles or customer facing documentation
• Experience in video surveillance

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)

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No