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Technical Support Elite Specialist

Avigilon Corporation

Avigilon Corporation

IT, Customer Service
Remote · Ontario, Canada
Posted on Saturday, February 10, 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

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 field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset.

  • Experience working in environments using the KCS Methodology.

  • Certifications such as, but not limited to: CCNA, CCNP, MCSA, MTA, LFS, MCSE, CompTIA A+ is considered an asset

  • Internal MSI experience is definitely preferred

    • Expert understanding of Avigilon Unity products.

    • Strong level of knowledge of integrations and networking.

    • Experience in creating and running scripts via powershell technologies.

  • Prior contact center experience in a technical support environment is considered an asset.

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.

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.

  • Proficient at navigating and understanding both Wireshark and Powershell or equivalent tools. Able to access and Navigate Dell IDRAC and HP ILO OSs.

This position is a remote position and candidates can be located anywhere in Canada. It is preferred that candidate reside on the Canadian East Coast.

#LI-TW1

#LI-REMOTE


Basic Requirements

  • 3-4 years of relevant experience in customer service and/or an IT environment.


Travel Requirements

None


Relocation Provided

None


Position Type

Experienced


Referral Payment Plan

Yes



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.