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Customer Care Back Office Support

3 months ago

Elk Grove Village, United States Motorola Solutions Full time

Job Description Troubleshoot and resolve customer system and access issues promptly. Utilize Salesforce Case Management system to effectively manage and track customer inquiries and resolutions. Collaborate with internal business partners to address and resolve customer issues, fostering effective networking and problem-solving. Perform user setups to ensure smooth and efficient access to portals. Demonstrate excellent multitasking skills while managing multiple systems and applications during customer interactions. Analyze and resolve moderately complex system issues, applying strong problem-solving skills to deliver customer-focused solutions. Proactively identify areas for process improvement within the team and make recommendations accordingly. Support team members in handling customer service-related activities, including operation, escalation, and knowledge sharing, in a responsible and professional manner. Lead and participate in projects to enhance customer support services. Identify and address system or process improvement opportunities, highlighting issues to management as needed. Conduct quality checks and case audits of team members, providing feedback and additional training when necessary. Assist in writing and updating procedures, work instructions, and Knowledge Base Articles to ensure adherence to company policies. Maintain a comprehensive understanding of the MSI (Motorola Solutions) business, staying informed about new product and service offerings. Manage daily operations, including work distribution and backlog tracking, to meet targets and service level agreements (SLAs). Participate in weekly conference calls with stakeholders and attend other meetings as required. Ensure timely and accurate handling of PartnerEmpower applications, change requests, email requests, and cases. Monitor and manage ticket handling within specified time frames, escalating when necessary. Complete Above Price Book requests within 24 hours to meet customer expectations. #J-18808-Ljbffr