Job Description Customer Support Specialist
At Avigilon we are helping solve some of the biggest challenges around safety and physical security by developing advanced artificial intelligence (AI) technologies and products that are used to help keep people, businesses, and cities around the world safer. Avigilon, a Motorola Solutions company, designs, develops, and manufactures advanced AI, video analytics, network video management software and hardware, surveillance cameras, and access control solutions that help change the way people interact with their security systems.
Founded in 2004 in Vancouver, Avigilon has been a driving force behind the security industry's AI evolution and has continuously been a company that stands for innovation and growth. 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.
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! Overview:
Reporting to a Technical Support Team Lead, the Customer Support Specialist will provide customers with product usage support over the phone. Success in this role will be defined by a strong customer-oriented mentality and the curiosity to learn about a diverse set of technologies. This role works closely with the break-fix technical support team, and opportunities exist to develop technical skills and join technical support. Responsibilities:
• Maintain a strong understanding of Avigilon software and products, including cameras, servers, and networks. • Ensure all requests are tracked and maintained accurately in a case management system • Provide an exceptional customer experience during calls, emails, chat, and customer escalations • Balance hands-on guidance with self-serve resources. Qualifications:
• Experience in a customer service role • Exceptional verbal/written communication and time management skills • 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:
• Contact center experience • Degree, Diploma, or certificates in a related discipline • Prior surveillance industry experience • French, Spanish, Portuguese, or Italian fluency Perks and Benefits:
As a full-time employee at Avigilon, you are eligible to receive a comprehensive benefits package which includes MSP, extended health, dental, medical insurance while travelling You will also receive a health spending account to cover additional healthcare costs, such as vision care, RMT and chiropractor visits.
Customer Service and Support