COMPANY OVERVIEW

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

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 II 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

QUALIFICATIONS:

• High School diploma or College
• 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

BASIC REQUIREMENTS

• High School diploma or College Degree in Administration, IT, or Technology
• Customer Service /Technical Support experience in a Call Center environment
  

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TRAVEL REQUIREMENTS

None

• Provide first level phone support, performing problem recognition, research, isolation in a Linux environment, resolving hardware & software issues or escalating issues to Tier II 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 tech