Customer Care Quality Assurance Intern - Summer 2024 Internship (Hybrid)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Our organization is dedicated to serving business-to-business customers, including state and local entities, federal government agencies, authorized channel partners, and resellers. As Customer Care Agents, our primary responsibility is to provide exceptional support by addressing a diverse range of complex customer issues.

The Customer Care team serves as the main point of contact for both internal and external customers who encounter technical challenges with different Motorola Solutions Portals. Our role involves troubleshooting technical issues specific to the Portals utilized by our valued customers and partners.

Job Description

This role is a Hybrid role and will require the candidate to come into the office weekly.

Duties for the role include:

• ​Data Analysis: Assist in collecting, organizing, and analyzing data from various sources to identify patterns, trends, and insights. Prepare reports and visualizations to effectively communicate findings to stakeholders.
• Process Improvement: Collaborate with team members to assess existing processes and identify areas for improvement. Propose and implement solutions to enhance efficiency, productivity, and customer satisfaction.
• Quality Assurance: Contribute to the QA efforts by evaluating the performance of our Customer Care. Conduct regular audits and reviews to ensure adherence to quality standards, procedures, and best practices. Identify areas of improvement and provide recommendations to enhance the overall quality of support services.
• Documentation and Reporting: Maintain accurate documentation of analysis findings, QA assessments, and improvement recommendations. Prepare reports and presentations summarizing key insights and actionable recommendations for management review.
• Collaboration: Collaborate effectively with cross-functional teams, including different Support tiers, Customer Success, and leadership, to gather necessary data, understand requirements, and address any issues or challenges that arise during the internship.
• Market Research: Stay updated with industry trends, emerging technologies, and best practices related to customer experience/satisfaction, data analysis, and quality assurance.

Preferred Qualifications:

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
• Strong analytical and problem-solving skills, with the ability to interpret and analyze data effectively.
• Proficiency in data analysis tools such as Microsoft Excel/Google Sheets, SQL, or other statistical analysis software.
• Knowledge or willingness to learn about customer service practices and methodologies in the tech industry.
• Excellent attention to detail and ability to work with high accuracy.
• Strong communication and interpersonal skills, with the ability to collaborate effectively in a team environment.
• Ability to manage time efficiently, prioritize tasks, and meet deadlines.
• Eagerness to learn, take initiative, and contribute to the success of the team.
• Familiarity with technical writing is a plus.

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Basic Requirements

• Currently pursuing a degree in a relevant field such as Business, Information Systems, Data Analytics or Market Research.
• Must be able to obtain background clearance as required by government customer
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Intern

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays<