Customer Care Consultant Portal Support

Motorola Solutions is seeking a Customer Care Consultant for Portal Support in Schaumburg, IL. This role involves supporting business-to-business customers, including state and local entities, federal government agencies, and channel partners, by resolving complex technical issues related to various Motorola Solutions Portals. Responsibilities include troubleshooting system and access issues, Salesforce case management, chat support, and collaborating with internal partners to ensure customer satisfaction. The ideal candidate will be customer-focused, detail-oriented, and possess strong problem-solving and communication skills.

Must Have

• Troubleshoot and resolve customer system and access issues through cases or phone calls
• Salesforce Case Management
• Chat Support
• Network with internal business partners in order to resolve a customer’s issues
• Perform user setups as it relates to Portal access
• Exercise multi-tasking skills when managing multiple systems and applications during customer interactions
• Analyze and resolve moderately complex system issues
• Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
• A new graduate with a Bachelor's degree OR a Candidate with a minimum of two (2) years experience in customer service/support
• Exhibit strong ownership and follow through
• Strong observation and researching skills
• Strong determination in the face of challenges
• Strong verbal and written communication skills
• Exceptional interpersonal skills required
• Experience with Salesforce (Service Cloud)
• Legal authorization to work in the U.S. indefinitely

Good to Have

• Customer-focused; detail-oriented individual
• A confident individual who is willing to assume responsibility
• Adaptive and flexible (processes)
• Ability to work and make decisions with minimal supervision
• Individual contributor and team player

Perks & Benefits

• Incentive Bonus Plans
• Medical benefits
• Dental benefits
• Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave

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

Our organization is focused on business to business customers who include state and local entities, federal government agencies, authorized channel partners, and resellers. Customer Care Consultants are responsible for supporting inbound calls which involve resolving a wide variety of complex customer issues.

The Portal Support team is the primary point of contact for customers (internal and external) that are experiencing technical issues with various Motorola Solutions Portals. Call types include troubleshooting technical issues as it relates the Portals used by our Customers and Partners. Hours of operations are from 7am-6pm CST, with phone support from 8am-5pm, Monday-Friday.

Job Description

ESSENTIAL JOB FUNCTIONS

• Troubleshoot and resolve customer system and access issues through cases or phone calls
• Salesforce Case Management
• Chat Support
• Network with internal business partners in order to resolve a customer’s issues
• Perform user setups as it relates to Portal access
• Exercise multi-tasking skills when managing multiple systems and applications during customer interactions
• Analyze and resolve moderately complex system issues
• Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions
• Recommend continuous process improvements within the team

DESIRED BEHAVIORS

• Customer-focused; detail-oriented individual
• A confident individual who is willing to assume responsibility
• Adaptive and flexible (processes)
• Ability to work and make decisions with minimal supervision
• Individual contributor and team player

REQUIREMENTS:

• A new graduate with a Bachelor's degree OR a Candidate with a minimum of two (2) years experience in customer service/support
• 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. Consultants need to research and pursue information that assists in resolving the customer’s issue
• Strong determination in the face of challenges, Volume is constant and consultants must answer every call without hesitation. Our customer’s count on dependable and reliable support
• Strong verbal and written communication skills
• Exceptional interpersonal skills required
• Experience with Salesforce (Service Cloud)

Target Base Salary Range: $40,000-$43,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• High School diploma or equivalent or New Graduate
• 2+ years of technology networking experience or a Bachelor's Degree in related field of study
• 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

New Grad

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!