Service Desk Representative

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

The Service Desk team is a customer service organization within Motorola Solutions, supporting Government & Public Safety Business customers. Our organization is focused on business to business customers who include state and local entities, federal government agencies and authorized channel partners. Service Desk agents are responsible for supporting in-bound calls and emails which involve resolving a wide variety of complex customer issues. The Service Desk team plays a supportive role to our technical support teams for the Two-way infrastructure communication systems. Service Desk call types include managing the dispatch requests for field service technicians to customer sites. Our customers have very specific service contract requirements and agents are responsible for ensuring that we are managing customer expectations toward contractual compliance. Agents represent Motorola Solutions to our customers. Our ability to provide best in class customer service is part of the Motorola Solutions brand. When our customers think of Motorola Solutions, they think of our products AND the support we provide. Our customers are our lifeblood and each Agent needs to provide reliable, dependable support. Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays.

Job Description

The Service Desk team is a customer service organization within Motorola Solutions, supporting Government & Public Safety Business customers. Our organization is focused on business to business customers who include state and local entities, federal government agencies and authorized channel partners. Service Desk agents are responsible for supporting in-bound calls and emails which involve resolving a wide variety of complex customer issues. The Service Desk team plays a supportive role to our technical support teams for the Two-way infrastructure communication systems. Service Desk call types include managing the dispatch requests for field service technicians to customer sites. Our customers have very specific service contract requirements and agents are responsible for ensuring that we are managing customer expectations toward contractual compliance. Agents represent Motorola Solutions to our customers. Our ability to provide best in class customer service is part of the Motorola Solutions brand. When our customers think of Motorola Solutions, they think of our products AND the support we provide. Our customers are our lifeblood and each Agent needs to provide reliable, dependable support. Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays.

Responsibilities of the Service Desk Representative include but are not limited to:

• Interface with customers to help facilitate troubleshooting needs
• Drive resolution of customer issues
• Coordinate tickets with other support teams
• Develop and maintain favorable relationships with new and existing customers

Additional Knowledge/Skills:

• Recent graduate with a Bachelor's degree OR 1+ years of experience in customer service
• Must be a US Citizen with the ability to obtain Navy CAC clearance
• Experience developing collaborative relationships
• Proficient computer skills with emphasis on Windows or Google based applications

Desired Behaviors:

• Customer-focused; detail-oriented
• Ability to maintain a positive attitude in a high stress/fast-paced work environment
• Confident individual who is willing to assume responsibility
• Self-motivated with a high degree of drive and determination
• Strong individual contributor and team player
• Adaptive and flexible (changing technologies, processes, environments)

Work/Office environment:

• Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays.
• Shift Schedule: 1st shift- Friday to Sunday 7:00am-7:00pm. Days and hours are subject to change to meet business needs.
• Since we are open on U.S. holidays, employees will be required to work holidays. Motorola Solutions provides holiday pay in addition to the hourly salary.

Service Desk Training: Our training program is best in class and designed to educate new agents on the processes and procedures prior to supporting customer inquiries. The Training Program is led by an experienced trainer who is the new hire’s acting supervisor during training. Training is not only focused on supporting the call types, but is also focused on developing your professional business behaviors. During the training period the agent receives training within 1st shift operating hours. The Service Desk has a strong focus on employee and career development. This is an excellent position to gain base Motorola business knowledge and work toward your next step within the company. Our goal is to develop your knowledge and professional behaviors so that you can contribute to the company throughout your career.

Basic Requirements

• Recent graduate with a Bachelor's degree OR 1+ years of experience in customer service
• Must be a US Citizen with the ability to obtain Navy CAC clearance

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 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.