Technical Triage Customer Care Representative

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. 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 Overview

We are currently seeking enthusiastic individuals who are passionate about customer service to join our team as a Technical Triage Customer Service 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 Customer Service Representative 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 their 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 Customer Service Representative at Motorola, 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 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.

This is a remote position, however, candidates MUST reside in Reynosa.

This opportunity involves overnight shifts from Thursday trough Sunday, perfect for those who prefer working nights.

#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).

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.