Dispatch Service Desk Agent

hace 4 semanas

Reynosa, México Motorola Solutions A tiempo completo

**Company Overview**:
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

**Department Overview**: Service Desk - Dispatch training program is best in class and designed to educate new agents on the processes and procedures prior to supporting customer inquiries. The Training Program is lead by an experienced trainer who is the new hires acting supervisor during training. Training is not only focused on supporting the call types, but is also focused on developing your professional business behaviors. During the training period the agent receives training within 1st shift operating hours.

The Service Desk has a strong focus on employee and career development. This is an excellent position to gain base Motorola business knowledge and work toward your next step within the company. Our goal is to develop your knowledge and professional behaviors so that you can contribute to the company throughout your career.

Work Environment:

- Office environment
- Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays
- Shift Schedules: 1st shift, 2nd shift and weekend shift
- All employees need to have flexibility to support either a 1st shift, 2nd shift or weekend shift. Since we are open on U.S. holidays, employees will be required to work holidays. Motorola Solutions provides holiday pay in addition to the hourly salary
- System Support Center’s hours of operation are 24 x 7 x 365. hours of operation are 24 x 7 x 365. Our team is in a supportive role to the SSC and may be required to provide support past normal business hours.

**Scope of Responsibilities/Expectations**
- **Tactfully and courteously interface with customers in order to build strong business relationships**:

- **Proactively utilize strong problem solving skills in order to deliver customer focused solutions**:

- **Analyze and resolve a wide variety of complex customer business issues**:

- **Educate customers on respective business processes and procedures**:

- **Display strong verbal communication skills through daily customer interaction**:

- **Act as single point of contact for external customers, business partners, and internal business groups**:

- **Integrate customer transaction survey into call model thus supporting CCO’s business initiative to evaluate customer service support levels**:

- **Focus on first call resolution**:

- **Maintain Departmental/Organizational service level goals**:

- **Convey strong understanding of Motorola customer satisfaction and business goals**:

- **Flexibility to support shift schedules within a 24 x 7 x 365 environment**

**Specific Knowledge/Skills**
- **Exhibit strong ownership and follow through. Agents own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result**:

- **Strong observation and researching skills. Agents need to research and pursue information that assists in resolving the customer’s issue. Allowing an issue to go unsolved because an agent does not have the desire to drive a resolution is not an option**:

- **Exceptional Interpersonal skills required**:

- **Strong determination in the face of challenges. Call volume is constant and Agents must answer every call without hesitation. Our customer’s count on dependable, reliable support**:

- **Strong verbal and written communication skills**:

- **Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required**:

- **Inbound call center or customer service experience a PLUS**:

- **Customer focused; detail orientated individual**:

- **Ability to maintain a positive attitude in a high stress/fast paced work environment**:

- **Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported**:

- **Confident individual who is willing to assume responsibility**:

- **Demonstrates high degree of drive and determination. Successful Agents never back away from a challenge and are willing to go the extra mile to provide outstanding customer service**:

- **Adaptive and flexible individual who is willing to learn and make recommendations for improvements**:

- **Ability to work and make decisions with mínimal supervision**:

- **Individual contrib

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