Customer Support Team Lead

**Motorola Solutions values your privacy** .* **Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests.*** **Support various approaches such as regular schedule/1:1s, team huddles, side-by-side sit-ins, provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication.*** **Identify training requirements and skills gaps within the team.*** **Cultivate a motivating and encouraging team environment for high-employee engagement.*** **Recognize and celebrate individual and team successes.*** **Ensure processes and procedures are being followed, while identifying areas of opportunities accompanied by potential solutions/recommendations.*** **Assist in developing training plans and materials, policies and procedures.*** **Assist in the development of department and individual goals which reflect and support corporate goals.*** **Provide accurate and timely resolutions via phone and email to escalated customer issues related to the deployment, troubleshooting, and installation of MSI solutions.*** **Ensure all requests are tracked and maintained accurately in the case management system.*** **Accountability priorities and categorize support requests; identify technical and pre-sales requests that require escalation.*** **Ensure critical customer issues are addressed as soon as possible, including acting as customer feedback through CSAT surveys, by connecting with them via callbacks.*** **Collaborate with internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable.*** **Undertake continuous partnerships as per Management Team's needs & requirements in addition to Team Lead duties/tasks closely with the Technical Support Manager on development & execution of strategic plans & initiatives tied to overall vision.*** **Fluent and professional proficiency in English (100% written and spoken) is required.Proficiency in additional languages is considered a significant asset.*** **Education: High School Diploma, GED, Certificado de Preparatoria ( USA or Mexico )*** **Experience: 3-5 years of relevant experience in an Customer Service Support environment*** **Experience working in environments using the KCS Methodology is considered an asset.*** **Full-time availability*** **Availability to work onsite office in Reynosa Mexico*** **Experience working in an environment utilizing the ITIL Methodology.*** **Familiarity in a Tier 1 or Tier 2 Technical Support environment is considered an asset.*** **Strong problem solving, organizational, time management and analytical skills with demonstrable ability to keep grace under pressure.*** **Well-developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.*** **Ability to multitask and prioritize based on business needs, provide timely updates and manage expectations of the internal and external stakeholders.*** **Team first mindset with a proven track record of championing explicit behavior through coaching and mentoring.*** **Ability to lead with trust and validate the outcomes through different reports.*** **Demonstrated ability to increase productivity and continuously improve processes and approaches for maximized operational efficiency.*** **Ability to lead in a fast paced, changing environment with shifting priorities.*** **Installing, configuring, and troubleshooting various operating systems, software, and hardware is a significant asset*** **Experience in working on a customer relationship management systems*** **Experience with direct customer support over phone, live chat, email*** **Fluent and experienced with AI-enhanced productivity tools.**#J-*****-Ljbffr