Technical Triage Customer Care Representative

Company Overview

At 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 OverviewWe are currently seeking enthusiastic individuals who are passionate about customer service to join our team as a Technical Triage Customer Care Representative. In this role, you will be responsible for handling inbound calls and resolving a wide range of complex customer issues. These calls may include order inquiries, warranty replacement requests, post-sale customer service inquiries, service/repair requests, and basic troubleshooting.
Job Description

As a Technical Triage at Motorola, your primary responsibility will be to provide exceptional support to our valued customers. Here are some of the key activities you will perform in this role:

• Handle Inbound Calls: Answer customer inquiries, resolve issues, and provide assistance via phone calls, ensuring a positive customer experience.

• Customer Issue Resolution: Address a wide range of customer concerns, including order inquiries, warranty replacements, post-sale customer service inquiries, and service/repair requests. Use your problem-solving skills to find effective solutions.

• Product Knowledge: Gain a deep understanding of Motorola's products, services, and solutions to provide accurate and reliable information to customers.

• Troubleshooting: Utilize your technical knowledge to diagnose and troubleshoot issues with printing equipment, computers, and other related devices, helping customers resolve their problems efficiently.

• Documentation and Record-Keeping: Maintain accurate customer records, documentation of interactions, and updates in the customer support system to ensure effective communication and follow-up.

• Collaboration: Work closely with cross-functional teams, including sales, technical support, and product development, to resolve complex customer issues and provide comprehensive solutions.

• Customer Satisfaction: Strive to exceed customer expectations and ensure satisfaction by actively listening, empathizing, and providing timely and efficient resolutions to their concerns.

These activities are crucial in providing excellent customer service and maintaining strong relationships with our customers. As a Technical Triage at Motorola, you will be vital in ensuring customer satisfaction and contributing to the company's overall success.

The ideal candidate for this position possesses the following qualities:

• Excellent service attitude, with a focus on providing exceptional customer experiences.
• A strong team player who works well in a collaborative environment.
• Effective communication skills, both verbal and written.
• Knowledge and skills to provide telephone support, including diagnosing failures in printing equipment and computers.
• Ability to provide support to staff via telephone as a Customer Service Representative.
• A desire to learn new technology and grow professionally.

At Motorola Solutions, we offer a supportive and inclusive work environment and opportunities for training and development.

#LI-CG3

Basic Requirements

• Fluent in English (spoken and written).
• Education: High School Diploma, GED, or Certificado de Preparatoria (USA or Mexico).
• 1 year of work experience.
• Full-time availability.
• Availability to work in Reynosa, 2 days from our site (Ave. Industrial del Norte Esq. Ave Industrial Rio Bravo, Suite Parque Industrial del Norte Reynosa).
• Flexibility to work different shift types, including nights or weekends.

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].