Technical Support Manager - Toronto, Canada - Motorola Solutions

Motorola Solutions
Motorola Solutions
Verified Company
Toronto, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description
Company Overview
At Motorola Solutions, we believe that everything starts with safety.
Its the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.


As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play.

Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, were ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Prsentation de l39;entreprise

Chez Motorola Solutions, nous croyons que tout commence par la scurit. C39;est la constante qui permet aux gens d39;avancer en toute confiance. Elle peut remplir un vol ou vendre un stade. Elle peut permettre de s39;occuper d39;un patient ou d39;obtenir son diplme.


En tant que leader mondial de la scurit publique et de la scurit des entreprises, nous crons et connectons les technologies qui aident assurer la scurit des personnes l o elles vivent, apprennent, travaillent et se divertissent.

Notre cosystme technologique intgr unifie les communications critiques, la scurit vido et le contrle d39;accs, ainsi que les logiciels de centre de commande, permettant une collaboration plus puissante.

Chez Motorola Solutions, nous inaugurons une nouvelle re en matire de scurit publique. Apportez votre passion, votre potentiel et vos talents une carrire qui compte.

Department Overview Ava Support organization, the cloud surveillance division of Motorola Solutions.

You will be reporting to the Cloud Director of CX and managing a team of remote support agents supporting our cameras and cloud surveillance product line.


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 openminded 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 andor expectations are not met.

You are agile and can easily iterate on existing tasksprojects when change is necessary.

You are proactive, a great communicator, detailoriented, and techsavvy.

You always see a project through from start to finish.


You are able to take on new projects with mínimal supervision, and youre able to take initiative when tasked with something youre unfamiliar with.

What You Will Do

Maintain your support funnel which primarily consists of inter andor intradepartmental escalations. In some cases, you will be asked to handle escalations over the phone.


Own the customer communication component of escalated 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 teams 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; focus on the 2Ps Predicting Challenges, Personalized Service

Conduct coaching sessions; focus on KPI goals andor knowledge gaps.

You will be the primary owner of the CSAT, Wait Times, and Time to Resolution metrics.

Though you wont have direct reports, your coaching sessions and initiatives must result in a positive bump of either or both metrics.

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


Have a highlevel knowledge of all Openpath products and be able to coach 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 in a timely manner with a focus on results

Be organized; you must be able to multitask 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

Basic Requirements


Required Skills:

Bachelor39;s Degree in Communications, Computer Science, Management, Technology

143; years of Management and Technical Support experience required.

LIJM3

Travel Requirements
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