Customer Care Back Office Support

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

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

• Troubleshoot and resolve customer system and access issues promptly.
• Utilize Salesforce Case Management system to effectively manage and track customer inquiries and resolutions.
• Collaborate with internal business partners to address and resolve customer issues, fostering effective networking and problem-solving.
• Perform user setups to ensure smooth and efficient access to portals.
• Demonstrate excellent multitasking skills while managing multiple systems and applications during customer interactions.
• Analyze and resolve moderately complex system issues, applying strong problem-solving skills to deliver customer-focused solutions.
• Proactively identify areas for process improvement within the team and make recommendations accordingly.
• Support team members in handling customer service-related activities, including operation, escalation, and knowledge sharing, in a responsible and professional manner.
• Lead and participate in projects to enhance customer support services.
• Identify and address system or process improvement opportunities, highlighting issues to management as needed.
• Conduct quality checks and case audits of team members, providing feedback and additional training when necessary.
• Assist in writing and updating procedures, work instructions, and Knowledge Base Articles to ensure adherence to company policies.
• Maintain a comprehensive understanding of the MSI (Motorola Solutions) business, staying informed about new product and service offerings.
• Manage daily operations, including work distribution and backlog tracking, to meet targets and service level agreements (SLAs).
• Participate in weekly conference calls with stakeholders and attend other meetings as required.
• Ensure timely and accurate handling of PartnerEmpower applications, change requests, email requests, and cases.
• Monitor and manage ticket handling within specified time frames, escalating when necessary.
• Complete Above Price Book requests within 24 hours to meet customer expectations.

Preferred Qualifications:

• A new graduate with a Bachelor's degree OR a Candidate with a minimum of two (2) years experience in customer service/support
• Customer-focused: Prioritizes the needs and satisfaction of customers, demonstrating a genuine desire to assist and provide excellent service.
• Detail-oriented: Pays close attention to details, ensuring accuracy and precision in handling customer inquiries and resolving issues.
• Confident and responsible: Approaches tasks with confidence, taking ownership of customer concerns and being accountable for their resolution.
• Adaptive and flexible: Adapts to changing processes and procedures, remaining flexible in approach to accommodate evolving customer needs and business requirements.
• Self-directed: Possesses the ability to work independently and make informed decisions with minimal supervision, taking initiative to meet customer expectations.
• Individual contributor: Demonstrates self-motivation and takes personal responsibility for individual performance, contributing positively to the team's overall success.
• Team player: Collaborates effectively with team members, sharing knowledge and supporting others to achieve common goals and deliver outstanding customer service.
• Effective communicator: Demonstrates excellent verbal and writte