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.Department OverviewAlta Access is a global technology company. We exist because we believe that we can create a better, smarter way to deliver security.
We inject intelligence into our approach to security and all our solutions. We help organizations see, understand, and act on their surroundings to protect their people, business, and reputation in real time.
We know that the best way to meet our goals is with a diverse team, where everyone's voice is heard. We're always looking to increase the variety of ideas and points of view at Alta Access.
We are looking for an experienced technical support team lead as a member of our phone and web portal support team.Job Description
Who You Are
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 and candidates can be located anywhere in the US.
#LI-TW1
#LI-REMOTEBasic Requirements
2+ years Technical Support/Customer Service/Helpdesk experience.
High School diploma.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes
Our U.S.Benefitsinclude:
Incentive Bonus Plans
Medical, Dental, Visionbenefits
401K with Company Match
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & Family Leave
and more!
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... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
