Customer Care Consultant Portal Support

Company OverviewAt 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 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 to 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 DescriptionESSENTIAL JOB FUNCTIONSTroubleshoot and resolve customer system and access issues through cases or phone callsSalesforce Case ManagementChat SupportNetwork with internal business partners in order to resolve a customer’s issuesPerform user setups as it relates to Portal accessExercise multi-tasking skills when managing multiple systems and applications during customer interactionsAnalyze and resolve moderately complex system issuesProactively utilize strong problem-solving skills in order to deliver customer-focused solutionsRecommend continuous process improvements within the teamDESIRED BEHAVIORSCustomer-focused; detail-oriented individualA confident individual who is willing to assume responsibilityAdaptive and flexible (processes)Ability to work and make decisions with minimal supervisionIndividual contributor and team playerREQUIREMENTS:A new graduate with a Bachelor's degree OR a Candidate with a minimum of two (2) years experience in customer service/supportExhibit strong ownership and follow through. Agents own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end resultStrong observation and researching skills. Consultants need to research and pursue information that assists in resolving the customer’s issueStrong 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 supportStrong verbal and written communication skillsExceptional interpersonal skills requiredExperience with Salesforce (Service Cloud)Basic RequirementsHigh School diploma or equivalent2+ years of technology networking experience or a Bachelor's Degree in related field of studyLegal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeNew GradReferral Payment PlanYesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match9 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola 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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