Customer Care Consultant Portal Support

Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments - when a hurricane lands or when a fire breaks out. And in everyday moments - when a package arrives just in time for the holiday or when a child doesn't miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that 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
  • 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 2+ years experience in customer service/support

Vaccine Requirement

As an employer of 100 or more employees, Motorola Solutions has implemented a policy requiring all U.S. employees reporting to a workplace (anywhere you are performing services on behalf of Motorola Solutions) where other people are present (including coworkers and customers) be fully vaccinated against COVID-19 by February 9, 2022. Any employees not fully vaccinated by this date will be required to participate in periodic COVID-19 testing.

If you are unable to be fully vaccinated, you may apply for a reasonable accommodation based on a qualified medical condition or religious belief. Any offer of employment will be contingent on candidate's ability to demonstrate proof of vaccination (unless approved for a reasonable accommodation based on a qualified medical condition or religious belief) or willingness to participate in periodic COVID-19 testing.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S.Benefitsinclude:
  • Incentive Bonus Plans
  • Medical, Dental, VisionbenefitseffectiveDay 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • GenerousPaidTime Off Packages
  • Employee Stock Purchase Plan
  • PaidParental & 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.

Location

Schaumburg, IL