Senior Technical Support Tier I

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 Analyst provides first level technical support for Envysion 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:

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, and technical documents in our internal knowledge base. 

Interfaces directly with customers to ensure their issue(s) are resolved and an exceptional customer experience is provided

Work in a team environment

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

 

Qualifications:

• High School diploma or equivalent

• Background in customer service, or Customer-facing experience (6+ months)

• 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

Target Base Salary Range: $48,000-$52,700

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

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

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 char