Tech Support Team Lead - Openpath - US Remote

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

VSA - Alta - Openpath

Job Description

Who You Are

• You are a leader.
• You enjoy working with others and thrive in a team environment both as a contributor and an observer.
• You are eager to teach as well as learn.
• You are vigilant about goal setting and completion, and will always strive to exceed goals whenever possible.
• You are open-minded and will assess situations from every angle in order to make good, impactful decisions. 
• You are not satisfied with subpar performance and will hold yourself, as well as others, accountable when goals and/or expectations are not met.
• You are agile and can easily iterate on existing tasks/projects when change is necessary.
• You are proactive, a great communicator, detail-oriented, and tech-savvy. 
• You always see a project through from start to finish.
• You are able to take on new projects with minimal supervision, and you’re able to take initiative when tasked with something you’re unfamiliar with.

What You Will Do

• Maintain your support funnel which primarily consists of inter and/or intra-departmental escalations. In some cases, you will be asked to handle escalations over the phone.
• Own the customer communication component of support tickets and ensure that customers are informed of any updates in a timely manner.
• Stay on top of inbox traffic, make sure SLAs are met, and assist the team when necessary.
• Help the team, in general, to stay on top of the Support team’s KPIs by ensuring fast response times, high CSAT scores, and low time to resolution.
• Perform ticket spot checks and ensure that Support standards are met in every customer interaction
• Conduct coaching sessions; focus on KPI goals and/or knowledge gaps.
• You will be the primary owner of the CSAT and Time to Resolution metrics for your team.
• Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience.
• Have the ability able to coach to or assist in answering tickets from each brand at a Tier 1 Level or higher.
   

How You Will Succeed

• Consistently meet or exceed KPI goals
• Complete delivery of quarterly goals on time with a focus on results
• Be organized; you must be able to multi-task yet still ensure that positive customer experiences are a top priority
• Be able to work well with other teams within and outside of the Support organization
• Communicate frequently; include any progress, roadblocks, successes, and failures 
• Always be willing to give and receive feedback; when you see it, say it
• Be vigilant; you must always keep a pulse on anything that could directly impact initiatives, be it good or bad, and be able to pivot when necessary

Preferred Qualifications:

• Strong communication skills, both written and verbal, with the ability to adapt to different audiences.

• 2+ years of Technical Support/Customer Service/Helpdesk experience.

• Access Control experience is a plus

• Network Troubleshooting experience is a plus

• Proven track record of delivering on departmental goals and key metrics.

• Ability to organize and manage multiple priorities, and adapt quickly to changing directions.

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

#LI-TW1

#LI-REMOTE

Basic Requirements

• 2+ years Technical Support/Customer Service/Helpdesk experience.

• High School diploma.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medi