Technical Triage Consultant

Company Overview

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Technical Triage functions as a single point of entry for several products and solutions within the Motorola Solutions portfolio. The team's mission is to simplify solution delivery for our customers and partners. We strive to be a quick-response team able to guide customers through issues and gather quality information for deeper investigation when necessary. We do this by leveraging standardized incident management, knowledge management, and centralized tools. We are the front-line for resolving customer issues and the first step in providing a positive customer experience.

Job Description

As a Technical Triage Customer Service Representative at Motorola, your primary responsibility will be to provide exceptional support to our valued customers. Key activities for this role include:

• Handling Inbound Calls: Respond to customer inquiries, resolve issues, and provide assistance via telephone, chat, and ticketing system while ensuring a positive customer experience.

• Customer Issue Resolution: Address a broad spectrum of customer concerns, including post-sale customer service inquiries, application degradations and interruptions, device issues, and repair requests. Apply problem-solving skills to identify effective solutions.

• Product Knowledge: Develop a comprehensive understanding of Motorola's products, services, and solutions to furnish accurate and reliable information to customers.

• Troubleshooting: Utilize information from technical experts to diagnose and troubleshoot issues related to equipment, computers, software applications, and associated devices, facilitating efficient problem resolution for customers.

• Documentation and Record-Keeping: Maintain precise customer records, document interactions, and update the customer support system to ensure effective communication and follow-up.

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

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

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These activities are essential for delivering excellent customer service and fostering strong relationships with our clientele. As a Technical Triage Agent at Motorola Solutions, you will play a vital role in ensuring customer satisfaction and contributing to the company's overall success.

The ideal candidate for this position possesses the following attributes:

• An exceptional service orientation, with a focus on delivering outstanding customer experiences.

• A strong propensity for teamwork within a collaborative environment.

• Effective communication skills, both verbal and written.

• Proficiency in providing customer-facing technical support, including the diagnosis of technical support incidents.

• The ability to collaborate with team members.

• A keen desire to acquire new technologies and pursue professional development.

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

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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. Candidate MUST reside in Reynosa.

• 100% onsite first 3 months (Our site is in Ave. Industrial del Norte Esq. Ave Industrial Rio Bravo, Suite Parque Industrial del Norte Reynosa). After, availability to work hybrid is required, 2 days from our site.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.