Technical Support Specialist

Job Description

Technical Support Specialist

Vancouver, Canada

Avigilon, a Motorola Solutions company, is defining the future of the security industry through innovative end-to-end-solutions.

We're changing the landscape of the surveillance industry through advanced award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry.

We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our recently launched Avigilon Blue cloud service platform.

You will have the opportunity to contribute to intelligent camera surveillance systems through cutting edge research and software engineering.

Avigilon's solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

At Avigilon, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance.

We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally

Overview :

Reporting to a Technical Support Team Lead, the Technical Support Specialist ensures critical customer issues are resolved quickly and accurately.

Success in this role will be defined by : a strong customer-oriented mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.

Responsibilities :

• Maintain a strong understanding of Avigilon software and products, including cameras, servers, and networks.
• Troubleshoot Avigilon hardware and software products over the phone and through remote sessions
• Concisely document software, hardware, and network information in a case management system
• Provide an exceptional customer experience during calls, emails, chat, and customer escalations
• Assist customers with installation, operational, maintenance and or training related inquiries for products and applications
• Prioritize between tasks including inbound calls, existing case management, live chat, email requests
• Diagnoses mechanical, hardware, software and systems failures using established procedures

Qualifications :

• Experience in a customer service or technical support role
• Exceptional skills in problem solving, time management, and verbal / written communication
• Self-motivated and focused with a passion for technology and customer satisfaction
• Must be able to quickly learn and understand new ideas and concepts

Preference will be given to candidates with the following skills and experience :

• Technical Support or contact center experience
• Degree, Diploma, or certificates in a related discipline
• Prior surveillance industry experience
• French, Spanish, Portuguese, or Italian fluency

We believe that diversity spawns innovation - the more diverse our employees are, the more ideas and talents we have to excel as a leader in the technology sector.

If you would like to be part of a dynamic team of people who are ambitious, focused, and hardworking then we look forward to meeting you