At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewOur organization is focused on business to business customers who include state and local entities, federal government agencies, authorized channel partners and resellers. The Support Analyst is responsible for supporting customer requirements which involve resolving a wide variety of issues. Requirements include sales and partners inquiries, post-sale related customer service inquiries, service/ repair and technical support requests, also troubleshooting technical issues as it relates to our products and services.
Job Description
Troubleshoot and resolve customer issues through cases, phone calls, e-mails (and chat)
Handle (sales and) partners inquiries, post-sale related customer service inquiries, service/ repair and technical support requests, including troubleshooting technical issues
Salesforce Case Management
Network with internal business partners in order to investigate and 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 cases treatment interactions
Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
Recommend continuous process improvements within the team
Research and pursue information that assists in resolving the issues
Proactively identify areas for process improvement within the team and make recommendations accordingly.
Act as a point of contact for customers for any complaints, inquiries and issues
Provide remote support and update tickets within the customer Service Level Agreement
Provide technical escalation and reporting for incidents
Monitor issue resolution status and duration – own issues on behalf of the customer
Continuously acquire necessary product and service expertise
Attend educational workshops and trainings to develop sufficient knowledge to conduct support activities
Help meet all operational goals: being willing to cross functional boundaries as and when required.
Delivering customer professional services
Basic Requirements
Languages: Native Portuguese speaker; fluent in both Spanish and English (excellent spoken and written skills required for all languages).
Experience/Education:
A recent graduate with a Bachelor's degree; OR
A candidate with a minimum of two (2) years of experience in a customer service or technical support role.
Availability: Willingness and ability to work in shifts.
Core Competencies & Attributes:
Customer-Centric & Detail-Oriented: Strong customer focus, a commitment to providing excellent service, and meticulous attention to detail.
Proactive & Accountable: A confident, proactive approach with a strong sense of ownership, responsibility, and the ability to work autonomously, making decisions with minimal supervision and ensuring thorough follow-through.
Adaptable & Growth-Oriented: Highly motivated, adaptable to changing processes, and eager to learn new technologies and develop professionally; demonstrates diligence and determination in overcoming challenges to provide reliable support.
Communication & Interpersonal Skills: Exceptional interpersonal skills with excellent written and verbal communication abilities.
Analytical & Problem-Solving: Strong observation, research, and analytical skills to effectively troubleshoot and resolve issues.
Collaborative: Ability to work effectively both independently and as a cooperative member of a team.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeNew GradReferral Payment PlanNo
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.