Technical Support Elite Specialist - 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

This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps 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.

Job Description

As a Technical Support Elite Specialist for Unity, you will be reporting to the Manager of the Elite team. You will be responsible for diagnosing, documenting, replicating, and providing fixes to technological issues within the Avigilon Unity environment. You will develop and maintain an advanced understanding and workflows of Avigilon Unity products and processes with a strong focus on support processes, case notation, as well as priority triaging. Excellent customer communication and ability to understand case severities from our partner and customers point of view will be a strong asset. A strong customer-oriented mentality, attention to detail, and the ability to keep up with a fast-paced work environment will be the keys to success in this role.

Along with being an integral part of the Technical Support team, you will also work very closely with stakeholders both internally and externally to help drive and develop process improvements for customer facing as well as internal processes. This team will also be leaned upon to provide peer to peer training as well as test, document, and replicate issues with new tools, software and products. 

About the Position 

What will you get to do:

• Elite Queue management: Manage the incoming support requests and tickets, ensuring prompt and efficient allocation of resources to resolve customer issues within defined SLAs.
• SLA Adherence: Own and enforce the SLAs for support response and resolution times, consistently meeting or exceeding the agreed-upon targets for both new and existing cases.
• Performance Monitoring: Monitor and analyze support team performance metrics, such as ticket response times, resolution rates, and customer satisfaction scores, to identify areas for improvement. This will also include spot checking cases to ensure they are properly documented and escalated to support leads if there are gaps. 
• Prioritization and Escalation: Prioritize and escalate critical or high-priority issues appropriately, ensuring timely resolution and effective communication with customers. Agents will own the escalation & case as well as drive next steps within the given SLA times.
• Process Improvement: Continuously review and enhance support processes to streamline operations, reduce response times, and improve overall efficiency.
• Collaboration: Collaborate with various internal teams, including support agents, product development, and quality assurance, to resolve complex customer issues and ensure efficient cross-functional communication.
• Documentation and Reporting: Maintain accurate and up-to-date records of support tickets, resolutions, and customer interactions.
• Mentoring: Provide guidance and support to peers as well as newer agents on an assortment of different topics via intelligent swarming, lunch and learns, or shadowing
• Customer Advocacy: Advocate for customers by escalating product or service issues that require attention, providing insights to improve the overall customer experience.
• Stay Up to date: Keep abreast of industry trends, best practices, and technological advancements related to Unity products and offerings.
• Engineering Escalations: Work with Engineering to prioritize and drive escalated tickets to resolution.

Responsibilities may also include:

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

Education / Experience: 

• 3-4 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 fie