Flex Customer Support Team Lead
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.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 OverviewThe Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization provides high quality support experiences for mission critical customers so they can accomplish their mission. The CMSO-SE organization's Flex Support team provides in-depth investigation and handling of complex cases. It focuses on this and partnering with engineering for resolution of cases as well as improved knowledge sharing capacity for the Flex organization.
Job Description
The Support team is comprised of a group of individuals supporting Motorola Solutions software and services to the Public Safety market. The Team Lead is a position that coaches our Customer Service Technicians (CST’s) to ensure our customers’ expectations are met and cases are engaged, triaged, and resolved accordingly.
Primary Responsibilities:
Supervises, coaches, and motivates CST’s as they field calls from customers.
Focus on answering immediate questions from customers and guide escalations as needed
Assists in the training process of new hires, ensuring that every CST is well prepared for their calls.
Provide ongoing support to CST’s by monitoring progress, providing training as needed, and ensuring that they understand and meet expectations.
Answer CST questions regarding best practices or difficult calls.
Host weekly meeting(s) to review and identify operational issues and suggest improvements.
Ensure employees know how to respond to what is being asked, and they represent Motorola Solutions accordingly.
Ensure correct procedures are followed and routinely give directions to CST’s on improvement opportunities
When an employee needs assistance with customer concerns or the customer requests a higher tier, lead will step in to assist.
Coach employees on backlog cases to ensure they are resolved or escalated quickly
Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to employees
Preferred Experience, Education, and/or Training:
Minimum of 1 year working with the Flex Product.
Knowledge of and/or basic skills in: Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory); C-Tree Database administration; Validating, troubleshooting, and characterizing reported application issues; Web servers; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing).
Prior experience in: Installing, configuring, and supporting Motorola Solutions software; answering customer questions on application usage and administration; creating and updating technical documentation; logging information into internal case tracking systems; and/or providing Live Phone support for public safety customers; installing and configuring required 3rd party software packages; providing feedback to individual contributors
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough.
Ability to remain calm and courteous under pressure and navigate tense situations.
Excellent verbal and written communication skills.
Basic understanding of technical support centers.
Strong interpersonal skills to coach and mentor the support staff.
Minimum Requirements:
Associates Degree, or high school diploma & 1-2 years of formal technical courses, in PC-related field.
1+ years of experience in customer service.
Familiarity with Windows and Linux operating systems, basic networking, and related hardware.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Basic Requirements
- High school diploma or equivalent
- 1+ years of customer service experience
- Must be able to obtain background clearance as required by government customer
Vaccine Requirement
Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by January 4, 2022. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief.
If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made.
Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
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.