Alta Access Technical Support Team Lead

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

Job Description

• You are a leader.
• You enjoy working with others and thrive in a team environment both as a contributor and an observer.
• You are eager to teach as well as learn.
• You are vigilant about goal setting and completion, and will always strive to exceed goals whenever possible.
• You are open-minded and will assess situations from every angle in order to make good, impactful decisions.
• You are not satisfied with subpar performance and will hold yourself, as well as others, accountable when goals and/or expectations are not met.
• You are agile and can easily iterate on existing tasks/projects when change is necessary.
• You are proactive, a great communicator, detail-oriented, and tech-savvy.
• You always see a project through from start to finish.
• You are able to take on new projects with minimal supervision, and you’re able to take initiative when tasked with something you’re unfamiliar with.

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

Preferred Qualifications:

• Strong communication skills, both written and verbal, with the ability to adapt to different audiences.

• 2+ years of Technical Support/Customer Service/Helpdesk experience.

• Access Control experience is a plus

• Network Troubleshooting experience is a plus

• Proven track record of delivering on departmental goals and key metrics.

• Ability to organize and manage multiple priorities, and adapt quickly to changing directions.

This position is a remote position, but due to time zone scheduling, candidates should be located in the Canadian Pacific Time zone.

Salary Range: $60,000 - $75,000 CAD per year.

Basic Requirements

• 2+ years Technical Support/Customer Service/Helpdesk experience.

• High School diploma.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

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 [email protected].

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un handicap physique et/ou mental. Si vous avez besoin de mesures d’adaptation, svp nous faire parvenir un courriel à [email protected].