Customer Care Consultant Portal Support
Full time @Motorola Solutions in Telecommunications Shortlist Email JobJob Detail
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Job ID 2708
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Career Level Others
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Experience 2 Years
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Qualifications Degree Bachelor
Job Description
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.
Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
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
BASIC 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)
Basic Requirements
- Bachelor’s degree OR a Candidate with a minimum of two (2) years experience in customer service/support
Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
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.