3rd Shift Service Desk Representative

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 Overview

The Service Desk team is a customer service organization within Motorola Solutions, supporting Government & Public Safety Business customers. Our organization is focused on business to business customers who include state and local entities, federal government agencies and authorized channel partners. Service Desk agents are responsible for supporting in-bound calls and emails which involve resolving a wide variety of complex customer issues. The Service Desk team plays a supportive role to our technical support teams for the Two-way infrastructure communication systems. Service Desk call types include managing the dispatch requests for field service technicians to customer sites. Our customers have very specific service contract requirements and agents are responsible for ensuring that we are managing customer expectations toward contractual compliance. Agents represent Motorola Solutions to our customers. Our ability to provide best in class customer service is part of the Motorola Solutions brand. When our customers think of Motorola Solutions, they think of our products AND the support we provide. Our customers are our lifeblood and each Agent needs to provide reliable, dependable support. Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays.

Job Description

Responsibilities of the Service Desk Representative include but are not limited to:

• Interface with customers to help facilitate troubleshooting needs

• Drive resolution of customer issues

• Coordinate tickets with other support teams

• Develop and maintain favorable relationships with new and existing customers

Additional Knowledge/Skills: 

• Recent graduate with a Bachelor's degree OR 1+ years of experience in customer service 

• Must be a US Citizen with the ability to obtain Navy CAC clearance

• Experience developing collaborative relationships

• Proficient computer skills with emphasis on Windows and Google based applications

Desired Behaviors:

• Customer-focused; detail-oriented

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

• Confident individual who is willing to assume responsibility

• Self-motivated with a high degree of drive and determination

• Strong individual contributor and team player

• Adaptive and flexible (changing technologies, processes, environments)

Work/Office environment:

• Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays.

• Shift Schedule: 3rd shift- Friday to Sunday 7:00pm-7:00am. Days and hours are subject to change to meet business needs.

• 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.

Service Desk Training: Our 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 led by an experienced trainer who is the new hire’s 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. 

Target Base Salary Range for this role is $32,400.00 - $51,700.00

Consistent with Motorola Solutions values and applicable law, we provide the following information to promo