Tier 1 Technical Support Analyst

Who you are

• Ideal candidates will possess excellent customer service skills, technical skills, and have the willingness to learn, be trained, and develop key technical skills to support Envysion customers
• High School diploma/equivalent and 1+ year of Technical Support/Customer Support experience
• Technical Aptitude: Foundational understanding of Linux command-line interface (CLI) and network configuration
• Resilient Communication: Proven ability to de-escalate "heated" situations and guide non-technical users through logical troubleshooting steps
• Self-Starter Mentality: A track record of working independently and using critical thinking to find answers when faced with unfamiliar technical hurdles
• Adaptability: Comfortable in a fast-paced environment with a rotating schedule (including weekends/evenings)
• 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

What the job involves

• Envysion, a leading provider of video-based SaaS technology solutions for retailers, fast casual restaurants and wireless dealers, is seeking a Tier 1Technical Support Analyst
• This position will assist customers by phone with troubleshooting and incident creation to resolve customer issues
• This position will support and resolve customers’ issues, create/update trouble tickets, and work between multiple systems
• As a Tier 1 Technical Support Analyst, you will be the first point of contact for our customers, providing empathetic and efficient phone support
• You’ll leverage critical thinking and technical expertise to troubleshoot Linux-based environments, manage field technician coordination, and ensure an exceptional customer experience
• Linux & Network Troubleshooting: Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment
• Incident Management: Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2
• Customer Experience: Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment
• Field Coordination: Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians
• Knowledge Management: Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency
• Operational Agility: Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans