Alta Video Technical Support - Team Lead - Us Remote

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 Overview

Ava is a global technology company with offices in the USA, UK, and Norway. 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 proud that our company comprises 24 nationalities, and we're always looking to increase the variety of ideas and points of view at Ava.
We are looking for an experienced Technical SupportTeam Lead as a member of our phone and web portal support team.

Job Description

The Team Lead, will assist the Manager in various departmental responsibilities including: queue adherence and management, ensuring agents stay on top of the Support team’s KPIs by coaching to quick agent response times, high CSAT scores, and low time to resolution, ensuring agents are staying on top of their case backlog. Working with the Manager and the Senior Support team to identify agent knowledge gaps and schedule or provide on-the-fly case and call coaching. The Team Lead will also assist with the handling of escalations and customer advocacy, the deployment of KCS and KB knowledge creation and adherence throughout the brand.

Duties/Responsibilities:

• Team Lead Activities:

  • Stay on top of phone queue/inbox traffic, ensure SLAs are met, and assist the support team when necessary.

  • 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.

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

  • Have a high-level knowledge of all Alta Video (AVA) products and be able to coach to or assist in answering tickets from each brand at a Tier 1 Level or higher.

  • Act as the liaison between Support and other departments for initiatives, case handoffs/collaboration

• 
  Documentation, Collaboration, Coordination, and Training:

  • Provide quality checks on support cases and phone calls and ensure proper documentation of cases. Provide coaching where necessary.

  • Ensure KCS, TalkDesk and product linkages are complete with each case.

  • Collaborate with Senior Support and the Manager to understand opportunities and knowledge gaps amongst the team and establish a plan to coach to them.

  • Create, edit, and submit internal knowledge base pieces to assist other team members in the future

Skills/Abilities:

• Ability to communicate effectively, both written and verbal, with exceptional interpersonal skills.

• Leadership experience is not required but is an asset.

• Prior training/coaching/mentoring/facilitation experience will be considered an asset.

• Demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and reverse engineering customer issues.

• 1 - 2 years of tier 1 Technical Support/helpdesk experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

• You are vigilant about goal setting and completion, and will always strive to exceed goals whenever possible.

• 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.

• Well-organized with the ability to multi-task and work with minimal supervision.

Bonus Skills/Abilities:

• Experience working in a customer-facing role providing telephone and video-based support in a customer care/support service and team.

• Technical helpdesk experience with either Salesforce/Zendesk or Freshdesk.

• Experience with video surveillance devices, cameras, Video Management Systems, installing and troubleshooting appliances.

• A deep understanding of basic networking fundamentals and troubleshooting, including HTTP/HTTPS, TLS, VLANs, TCP/IP, DNS, NAT, DHCP, firewalls, and software systems.

• Some basic experience with Linux, APIs, Python, or other coding languages would be an asset.

This position is a remote position and candidates can be located anywhere in the US.

#LI-TW1

#LI-REMOTE

Basic Requirements

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

• 1+ years of experience supporting enterprise-level applications in a Windows, Mac, or Linux environment.

• 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 Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & 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 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 ohr@motorolasolutions.com.