Technical Triage Customer Care Representative

​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.

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.

#LI-CG3

This hybrid position requires you to reside in Reynosa, Tamaulipas, Mexico.

For the initial three months of training, you'll be working fully onsite at our Reynosa location (Ave. Industrial del Norte Esq. Ave Industrial Rio Bravo, Suite Parque Industrial del Norte Reynosa). After training, the role transitions to a hybrid schedule, where you'll work three days at the office and two days from home.

Please note that this role involves shifting changes, so you'll need to have the availability and disposition to perform assigned tasks as required by the changing schedule.

Job 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
   

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.

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.