At Motorola Solutions, we believe that everything starts with our people. We’re
a general 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 technic