Customer Support Specialist – Access Control Management (ACM)
Job Overview
Job title: Customer Support Specialist – Access Control Management (ACM)
Job description: Company Overview
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department Overview At Motorola Solutions we are helping solve some of the biggest challenges around safety and physical security by developing advanced artificial intelligence (AI) technologies and products that are used to help keep people, businesses, and cities around the world safer. Avigilon, a Motorola Solutions company, designs, develops, and manufactures advanced AI, video analytics, network video management software and hardware, surveillance cameras, and access control solutions that help change the way people interact with their security systems.
Job Description
Reporting to the Call Centre Team Lead, the Customer Support Specialist will provide customers with level 1 product support over the phone. Success in this role will be defined by a strong customer-oriented mentality and the curiosity to learn about a diverse set of technologies. This role works closely with the break-fix technical support team, and opportunities exist to develop technical skills and join technical support.
Responsibilities
Provide excellent customer service over the phone and in writing
Search for knowledge articles and provide related solutions
Maintain an understanding of Avigilon Access Control software and products such as servers, controller panels, card readers, key cards etc
Ensure all requests are tracked, documented, and maintained accurately in a case management system
Balance hands-on guidance with self-serve resources
Adhere to metrics driven performance
Qualifications
Experience in a customer service role is a must
Must be able to quickly learn and understand new ideas and concepts and apply them to solving problems
Knowledge of electronic circuitry
Proficiency in computer usage, and TCP/IP networking
Minimum typing speed of 60 words per minute (WPM)
Exceptional verbal and written communication in English
Ability to efficiently manage time and prioritize multiple competing tasks
Self-motivated and focused with a passion for technology and customer satisfaction
Preference will be given to candidates with the following skills and experience
Call center experience in a technical role
Degree, Diploma, or certificates in a related discipline (network engineering, computer science, electrical engineering)
Prior surveillance or access control industry experience
French, Spanish, Portuguese, or Italian fluency
Ability to use Linux operating systems
Basic Requirements
- 6 months experience working in a customer service or technical support position
Travel Requirements None
Relocation Provided None
Position Type New Grad
Referral Payment Plan No
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. We welcome and encourage diversity in our workforce. Motorola Solutions will provide reasonable accommodation to applicants with disabilities upon request. Motorola Solutions souscrit aux principes d’équité en matière d’emploi. Nous accueillons favorablement la diversité au sein de notre effectif. Sur demande, Motorola Solutions offrira des accommodements raisonnables aux candidats handicapés.
Company: Motorola Solutions
Expected salary:
Location: British Columbia
Job date: Fri, 03 Dec 2021 06:14:02 GMT
Job Source: Careerjet.ca