at Motorola Solutions in Chicago, Illinois, United States
Job Description
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 OverviewEnvysion, now a Motorola Solutions company, is a leading provider of enterprise video security and business analytics solutions for the quick-service restaurant and retail industries.
Envysion's cloud-based solution integrates video systems with sales data to proactively identify potentially fraudulent transactions and optimize operations without the need to monitor hours of video footage.Job Description
We are seeking a Technical Customer Support Rep Tier I to join our Solutions Delivery team. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customer's issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have a willingness to learn, be trained and develop key technical skills to support Envysion customers.
Responsibilities:
Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier 2 team
Assist inexperienced or nontechnical end users in resolving issues
Diagnoses browser and networking issues
Records and/or maintains accurate information within ticketing system
Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided
Work in a team environment
Coordinating, working with and following up on work performed by field techs
Preferred Skills:
2+ years of Inbound/Outbound Technical Support Center experience
Customer facing experience preferred
Proficient in configuring and troubleshooting production services a plus
Possess technical aptitude for performing technical tasks to resolve customer issues
Ability to work in a high intensity, fast paced environment
Must have excellent customer service skills and manage time well, working with multiple clients at the same time
Must be able to communicate empathetically, logically and clearly
This position is a remote position and candidates can be located anywhere in the US.
#LI-TW1
#LI-REMOTEBasic Requirements
High School diploma or College Degree in Administration, IT, or Technology.
2+ Customer Service experience.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsNoneRelocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes
Our U.S.Benefitsinclude:
Incentive Bonus Plans
Medical, Dental, Visionbenefits
401K with Company Match
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & 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 characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.
We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
