Customer Support Operations Specialist
2 weeks ago
As a key member of our team, you will be responsible for addressing and resolving customer access and system challenges efficiently.
Key Responsibilities
- Troubleshoot and resolve customer system and access issues in a timely manner.
- Utilize the Salesforce Case Management system to effectively manage and track customer inquiries and resolutions.
- Collaborate with internal stakeholders to address and resolve customer concerns, fostering effective networking and problem-solving.
- Perform user setups to ensure seamless access to portals.
- Exhibit strong multitasking abilities while managing various systems and applications during customer interactions.
- Analyze and resolve moderately complex system issues, applying robust problem-solving skills to deliver customer-centric solutions.
- Proactively identify areas for process enhancement within the team and make recommendations accordingly.
Team Support
- Assist team members in managing customer service-related activities, including operations, escalations, and knowledge sharing, in a responsible and professional manner.
- Lead and participate in initiatives aimed at enhancing customer support services.
- Identify and address opportunities for system or process improvements, bringing issues to management's attention as necessary.
- Conduct quality checks and case audits of team members, providing constructive feedback and additional training when required.
- Aid in the creation and updating of procedures, work instructions, and Knowledge Base Articles to ensure compliance with company policies.
- Maintain a thorough understanding of the Motorola Solutions business, staying informed about new product and service offerings.
- Oversee daily operations, including work distribution and backlog tracking, to meet targets and service level agreements (SLAs).
- Participate in regular conference calls with stakeholders and attend other meetings as needed.
- Ensure timely and accurate handling of applications, change requests, email inquiries, and cases.
- Monitor and manage ticket handling within specified time frames, escalating issues when necessary.
- Complete Above Price Book requests promptly to meet customer expectations.
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