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Customer Care Consultant Portal Support

2 months ago

Schaumburg, United States Motorola Solutions Full time

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

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)

Basic Requirements

High School diploma or equivalent 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 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.

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