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Department OverviewEnvysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Technical Customer Support Rep Tier 1. This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues. This position will support and resolve customers’ issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills, technical skills, and have the willingness to learn, be trained, and develop key technical skills to support Envysion customers.
Job Description
Summary:
The Technical Support Analyst provides first level technical support for Envysion customers by telephone or other media. They diagnose and resolve customer problems using established processes and procedures. The Technical Support Engineer also works on billable time entries to provide estimates of hours required to solve a problem.
Responsibilities:
Provide first-level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues, or escalating issues to the Tier 2 team
Assist inexperienced or nontechnical end users in resolving issues
Diagnoses browser and networking issues
Records and maintains accurate information within the ticketing system, and technical documents in our internal knowledge base.
Interfaces directly with customers to ensure their issue(s) are resolved and an exceptional customer experience is provided
Work in a team environment
Coordinating, working with, and following up on work performed by field techs
Qualifications:
High School diploma or equivalent
Background in customer service, or Customer-facing experience (6+ months)
Strong troubleshooting skills with demonstrated ability to quickly identify root cause and implement solution
Ability to communicate effectively and professionally both verbally and written
Demonstrated interpersonal skills with emphasis on customer service
Proficiency with Microsoft Office Suite
Ability to work independently and as part of a team
Flexible schedule including evenings, weekends and holidays may be required
Ability to work in a fast paced environment with minimal supervision
Target Base Salary Range: $48,000-$52,700
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
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Basic Requirements
High School diploma or equivalent
Background in customer service, or Customer-facing experience (6+ months)
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & 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 complete this Reasonable Accommodations Form so we can assist you.
Top Skills
Motorola Solutions London, England Office
London, United Kingdom
