Alta Access Technical Support Team Lead - Vancouver, Canada - Motorola Solutions

Motorola Solutions
Motorola Solutions
Verified Company
Vancouver, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

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.


Aperçu de l'entreprise


Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d'eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées.

Parce que les gens ne peuvent donner le meilleur d'eux-mêmes que lorsqu'ils se sentent en sécurité et qu'ils le sont.

Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité.

Qu'il s'agisse d'appareils et de réseaux de communications essentiels, d'une sécurité vidéo et d'un contrôle d'accès basés sur l'IA ou d'une capacité d'unir la voix, vidéo et les données dans un seul centre de commandement.

Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d'aide et les personnes pouvant aider.

Le travail que nous accomplissons ici est primordial.


Department Overview:
Alta 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.


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 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, 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 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 intradepartmental 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 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, roadbloc
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