Technical Support Team Lead

Avigilon Corporation

Avigilon Corporation

IT, Customer Service
Remote · Vancouver, BC, Canada
Posted on Tuesday, February 6, 2024

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.

Aperçu de l’entreprise

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

Department Overview

Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security/analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. We are proud to be industry leaders in Access Control with products.
At Avigilon, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and access controls. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally.

Job Description

Who You Are

  • Reporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day service levels within the Customer Support organization.

  • Oversees the team’s performance levels, phone coverage, and resources time utilization in order to meet service level agreement and other KPIs.

  • You will be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members.

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; focus on the 3Ps (Predicting Challenges, Psychic Pizza, Personalized Service)

  • 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. Though you won’t have direct reports, your coaching sessions and initiatives must result in a positive bump of either or both metrics.

  • Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience.

  • Have a high-level knowledge of all Access Control Manager (ACM) products and be 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 in a timely manner 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

Education / Experience

  • 3-5 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- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset.

  • 2 years plus experience leading a team in a Technical Support environment is a plus.

  • Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+.

  • Minimum of 1 year experience working with CRMs.

  • Experience working in environments using the KCS Methodology.

  • Prior contact center experience in a Technical Support environment is considered an asset.

  • Strong level of knowledge in Access Control Manager (ACM) equivalent

Essential Skills

  • Strong problem solving, organizational, time management and analytical skills with demonstrated ability to keep grace under pressure.

  • 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 multitask and prioritize based on business needs, provide timely updates and manage expectations of the internal and external stakeholders.

  • Team first mindset with a proven track record of changing peoples’ behavior through coaching and mentoring.

  • Ability to lead with trust and validate the outcomes through different reports.

  • Demonstrated ability to increase productivity and continuously improve processes and approaches for maximized operational efficiency.

  • Ability to lead in a fast paced, changing environment with shifting priorities.

Technical Proficiencies

  • IP networking: routers, firewalls, wireless technologies, RTP, TCP/IP, UDP, IGMP and Multicasting

  • Installing, configuring, and troubleshooting various operating systems, software, and hardware.

  • Advanced working knowledge of MSI products

Work Hours

  • Wednesday - Sunday: 11AM - 7:30PM ET (8AM - 4:30PM PT)

  • -OR- Saturday - Wednesday: 11AM - 7:30PM ET (8AM - 4:30PM PT)

Salary Range

  • $52,500 - $93,000 CAD per year.

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



Basic Requirements

  • 3+ years experience in a customer support environment, preferably a Technical Support role.

  • 1+ years experience leading a team in a technical support environment.

Travel Requirements

Under 10%

Relocation Provided


Position Type


Referral Payment Plan


EEO Statement

Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d’équité en matière d’emploi. Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.