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Job Details


Customer Care Consultant Portal Support

Installation, Maintenance, and Repair

All

Yearly

Full Time

No

Schaumburg, Illinois, United States

Company Overview

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.
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)

#LI-DB1


Basic Requirements
  • Bachelor's degree OR a minimum of two (2) years experience in customer service/support

Vaccine Requirement

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%
Relocation ProvidedNone
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!


EEO Statement

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.