Customer Care Consultant Portal Support
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewOur 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.
ESSENTIAL JOB FUNCTIONS
Troubleshoot and resolve customer system and access issues through cases or phone calls
Salesforce Case Management
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
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
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)
- Bachelor's degree OR a minimum of two (2) years experience in customer service/support
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Travel RequirementsUnder 10%
Position TypeNew Grad
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.