Technical Support Analyst

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

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).

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

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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.

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.