Technical Support Tier II – US Remote

Motorola

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.

Department Overview

Envysion, a leading provider of video-based SaaS technology solutions for retailers, including fast casual restaurants, convenience stores and wireless dealers, is seeking a Technical Support Tier II. This position is part of the Technical Support organization. This team deals directly with our customers and Technicians to help them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality. This position works directly with our internal Tier I team to address any escalated issues. Other responsibilities, not limited to but listed below.

Job Description

Reporting to a Technical Support Supervisor, The Technical Support Tier II ensures critical customer issues are resolved in the most effective and efficient manner. Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies. If you love to challenge yourself, enjoy getting to the bottom of issues and want to be part of a fast paced challenging environment, this opportunity is for YOU!

About The Position

What will you get to do?

  • Learn and maintain a strong understanding of Envysion Video products, including Video Management System, Cameras, Access Control, and POS systems/adaptors.
  • Research, collaborate and troubleshoot Envysion products over the phone and digital mediums.
  • Think outside of the box and come up with creative solutions.
  • Lead with empathy, take complete ownership and show urgency when resolving technical issues.
  • Concisely document software, hardware, and network information in a case management system utilizing Knowledge-Centered Service (KCS).
  • Provide an exceptional customer (Tier I escalations) experience which may require taking over customer communication via calls, emails, chats.
  • Prioritize between tasks including escalations from chat/CRM, existing case management, meetings and other daily tasks.
  • Continuously learn new skills, technologies & products, keeping up with Envysion’s pace of innovation.
  • Occasionally take on Special project assigned to you by your Supervisor
  • Be receptive to innovations for new process/procedures

Additional Responsibilities May Also Include

  • Occasional weekend on-call rotation (Friday to Sunday).
  • Flexible working hours and shifts.

Education

  • 2-3 years of relevant experience in an IT environment with a Bachelor’s Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 3-5 years of relevant experience, additional prior vocational or technical education will be considered an asset.
  • Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.
  • Minimum of 3 years experience working with CRMs.
  • Prior contact center experience in a technical support environment
  • Experience working in environments using the KCS Methodology

Essential Skills

  • Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.
  • Well developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.
  • Ability to keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders
  • A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision. Agile, resourceful learner with strong attention to detail.
  • Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.
  • Critical problem solving mindset with the ability to collect relevant data and reviewing basic logs to identify potential root causes.
  • Ability to replicate problems in a lab environment.

Technical Proficiencies

  • IP networking knowledge and how they function: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting
  • Installing, configuring, and troubleshooting various CCTV and/or Access Control systems, software, and hardware.
  • A familiarity with the Onvif profile or other video streaming services is considered an asset.

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

Salary range is $20 – 23 per hour

Accepting applications between 3/1/2024 and 3/31/2024 date

Basic Requirements

  • 2-3 years of relevant experience in an IT environment with a Bachelor’s Degree or Diploma/Certificate.
  • OR 3-5 years of relevant IT experience.
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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