Technical Support Analyst (hybrid)

Technical Customer Support Rep Tier 1

Envysion, 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

This is a Hybrid Role. Candidates must be able to be On Site 2-3 days a week.

Role Overview: As a Tier 1 Analyst, you will be the first point of contact for our customers, providing empathetic and efficient phone support. You'll leverage critical thinking and technical expertise to troubleshoot Linux-based environments, manage field technician coordination, and ensure an exceptional customer experience.

Key Responsibilities:

• Linux & Network Troubleshooting: Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment.
• Incident Management: Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2.
• Customer Experience: Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment.
• Field Coordination: Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians.
• Knowledge Management: Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency.
• Operational Agility: Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends.

Preferred Qualifications:

• Technical Aptitude: Foundational understanding of Linux command-line interface (CLI) and network configuration.
• Resilient Communication: Proven ability to de-escalate "heated" situations and guide non-technical users through logical troubleshooting steps.
• Self-Starter Mentality: A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles.
• Adaptability: Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings).

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range: $45,300 - $54,300 (CAD)

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.

Basic Requirements

• High School diploma/equivalent or 1+ year of Technical Support/Customer Support experience

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.

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. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.