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
Service Desk - Dispatch 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 lead by an experienced trainer who is the new hires 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.

Candidates with business, networking or engineering degrees have equal opportunity to grow and develop careers within the company.

Work Environment:
- Office environment
- Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays
- Shift Schedules: 1st shift, 2nd shift and weekend shift
- All employees need to have flexibility to support either a 1st shift, 2nd shift or weekend shift. 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
- System Support Center's hours of operation are 24 x 7 x 365. hours of operation are 24 x 7 x 365. Our team is in a supportive role to the SSC and may be required to provide support past normal business hours.
Job Description

Scope of Responsibilities/Expectations

- Tactfully and courteously interface with customers in order to build strong business relationships

- Proactively utilize strong problem solving skills in order to deliver customer focused solutions

- Analyze and resolve a wide variety of complex customer business issues

- Educate customers on respective business processes and procedures

- Display strong verbal communication skills through daily customer interaction

- Act as single point of contact for external customers, business partners, and internal business groups

- Exercise multi-tasking skills when managing multiple systems and applications during customer interaction

- Integrate customer transaction survey into call model thus supporting CCO's business initiative to evaluate customer service support levels

- Utilize internal business tools and applications to effectively resolve the customer's issues. This involves multi-tasking between systems while interacting with the customer

- Focus on first call resolution

- Maintain Departmental/Organizational service level goals

- Convey strong understanding of Motorola customer satisfaction and business goals

- Flexibility to support shift schedules within a 24 x 7 x 365 environment

NOTE: hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays. Candidates interested in this position must be flexible to support 1st, 2nd and 3rd shifts.

Specific Knowledge/Skills

Candidate must be able to begin work on specified training date. Our training session runs a minimum of four (4) weeks and new hires are required to attend the training session without interruption. All vacation requests are suspended during training.

- 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. Agents need to research and pursue information that assists in resolving the customer's issue. Allowing an issue to go unsolved because an agent does not have the desire to drive a resolution is not an option

- Exceptional Interpersonal skills required

- Strong determination in the face of challenges. Call volume is constant and Agents must answer every call without hesitation. Our customer's count on dependable, reliable support

- Strong verbal and written communication skills

- Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required

- Proficient computer skills with emphasis on windows based applications

- Inbound call center or customer service experience a PLUS

- Customer focused; detail orientated individual

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

- Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported

- Confident individual who is willing to assume responsibility

- Demonstrates high degree of drive and determination. Successful Agents never back away from a challenge and are willing to go the extra mile to provide outstanding customer service

- Adaptive and flexible individual who is willing to learn and make recommendations for improvements

- Ability to work and make decisions with minimal supervision

- Individual contributor and team player

Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.

Basic Requirements

The Service Desk - Dispatch 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. Customer service agents are responsible for supporting in-bound customer service calls which involve resolving a wide variety of complex customer issues.

The Dispatch team plays a supportive role to our Solutions Support Center which provides technical support for the Two-way infrastructure communication systems. Service Desk -Dispatch call types include managing the dispatch requests for field service technicians to customer sites and infrastructure repair replacement. 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 customer's. 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 customer's are our lifeblood and each CCO 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.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan
Yes