Job Details
Qualifications
- Associate's degree
- Bachelor's degree
- Computer skills
- Customer service
- Windows
Benefits
- 401(k) matching
- Dental insurance
- Employee stock purchase plan
- Health insurance
- Paid time off
Job Description
Company Overview
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.
As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.
At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to 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
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 and 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)
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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: 3rd shift- Friday to Sunday 7:00pm-7:00am. 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.
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Basic Requirements
Associate Degree (Or Higher) and 1+ years of experience in customer service
Must be a US Citizen with the ability to obtain Navy CAC clearance
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
None
Relocation Provided
None
Position Type
New Grad
Referral Payment Plan
Yes
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
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.