Customer Care Consultant Portal Support (Hybrid) at Motorola Solutions

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Our organization is focused on business to business customers who include state and local entities, federal government agencies, authorized channel partners, and resellers. Customer Care Consultants are responsible for supporting inbound calls which involve resolving a wide variety of complex customer issues.

The Portal Support team is the primary point of contact for customers (internal and external) that are experiencing technical issues with various Motorola Solutions Portals. Call types include troubleshooting technical issues as it relates the Portals used by our Customers and Partners. Hours of operations are from 7am-6pm CST, with phone support from 8am-5pm, Monday-Friday.

Job Description

ESSENTIAL JOB FUNCTIONS

• Troubleshoot and resolve customer system and access issues through cases or phone calls
• Salesforce Case Management
• Chat Support
• Network with internal business partners in order to resolve a customer’s issues
• Perform user setups as it relates to Portal access
• Exercise multi-tasking skills when managing multiple systems and applications during customer interactions
• Analyze and resolve moderately complex system issues
• Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
• Recommend continuous process improvements within the team
  
  

DESIRED BEHAVIORS

• Customer-focused; detail-oriented individual
• A confident individual who is willing to assume responsibility
• Adaptive and flexible (processes)
• Ability to work and make decisions with minimal supervision
• Individual contributor and team player
  
  

REQUIREMENTS:

• A new graduate with a Bachelor's degree OR a Candidate with a minimum of two (2) years experience in customer service/support
• Exhibit strong ownership and follow through. Agents own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result
• Strong observation and researching skills. Consultants need to research and pursue information that assists in resolving the customer’s issue
• Strong determination in the face of challenges, Volume is constant and consultants must answer every call without hesitation. Our customer’s count on dependable and reliable support
• Strong verbal and written communication skills
• Exceptional interpersonal skills required
• Experience with Salesforce (Service Cloud)
  
  

Target Base Salary Range: $40,000-$43,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• High School diploma or equivalent or New Graduate
• 2+ years of technology networking experience or a Bachelor's Degree in related field of study
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
  
  

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

New Grad

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!
  
  

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.