Customer Support Analyst

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 OverviewDepartment Overview

This position is part of the Motorola Solutions Customer Support organization. This team will deal directly with our partners and customers and help them with licensing and account related issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality.
A key requirement is strong customer focus skills, along with the ability to instill this amongst the team members.
Job Description

Customer Support - Multi-Focus (Customer Service / Support), Individual Contributor.

Reporting to a Customer Support Manager or Customer Support Team Lead. A Customer Support Analyst ensures critical customer issues are resolved or escalated in the most effective and efficient manner. Responds to customer inquiries or issues via phone, fax or email. May track product issues and escalate to appropriate functions for resolution. 

Success in this role is defined by a strong customer first mentality, a thorough systematic approach to troubleshooting, and the curiosity to learn about a diverse set of technologies.  If you love to challenge yourself, enjoy getting to the bottom of issues and want to be part of a fast paced challenging environment, this opportunity is for you. Job functions be performed in a call center type environment. Experience 1 year with inbound call centers. 

Location: On premises, In office in Reynosa , Mexico.

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Basic Requirements

 About the Position 

• Research, collaborate and troubleshoot licensing and account related issues over the phone and digital mediums.

• Think outside of the box and come up with creative solutions.

• Lead with empathy, take complete ownership and show urgency when resolving licensing or account related issues.

• Concisely document software, hardware, and network information in a case management system.

• Provide an exceptional customer experience while taking incoming calls, emails, chats, and escalations.

• Prioritize between tasks including inbound calls, existing case management, live chats, and email requests.

• Continuously learn new skills, technologies & products, keeping up with MSI's pace of innovation.

Education / Experience 

• Fluent and professional proficiency in English (100% written and spoken) is required. Proficiency in additional languages is considered a significant asset.

• Prior contact center experience in a technical support or customer support environment is considered an asset.

• Experience working in environments using the KCS Methodology is considered an asset.

• Education: High School Diploma, GED, Certificado de Preparatoria ( USA or Mexico ) 

• Experience: Minimum of 1 year with inbound call centers

• Full-time availability

• Availability to work onsite office in Reynosa Mexico

• Experience working in environment utilizing the ITIL Methodology.

• Familiarity in a Tier 1 or Tier 2 Technical Support environment is considered an asset.

Essential Skills

• Strong problem solving, organizational and analytical skills with demonstrated ability to resolve customer issues in the shortest time with the highest quality.

• 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 keep grace under pressure, multitask and prioritize based on business needs, provide timely updates and manage customer expectations and handle complex situations while troubleshooting critical issues & maintaining effective communication with all stakeholders

• A self-starter who can work independently as well as collaborate effectively with team members with minimal supervision.  Agile, resourceful learner with strong attention to detail.

• Demonstrates a continuous learning mindset to absorb the technical details of an ever-evolving product line.

Technical Proficiencies 

• Experience in working on a customer relationship management system

• Experience with direct customer support over phone, live chat, email

• Fluent and experienced with AI-enhanced productivity tools.

Responsibilities may also include

• Occasional weekend on-call rotation (Friday to Sunday).

• Flexible working hours and shifts. 

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes

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.

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