Customer Care Back Office

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 Customer Care team is dedicated to providing exceptional business-to-business (B2B) support to a diverse customer base, including state and local government entities, federal agencies, authorized channel partners, and resellers.

The team serves as the main point of contact for internal and external customers experiencing a diverse range of complex customer issues, particularly technical challenges related to various Motorola Solutions Portals. Our primary role involves troubleshooting and resolving technical issues specific to the Portals utilized by our valued customers and partners.

Job Description

The Customer Care Back Office Agent is a key member of the team providing exceptional business-to-business (B2B) support to government agencies, channel partners, and resellers. This role focuses on being the main point of contact for complex technical challenges, primarily involving troubleshooting customer system and access issues related to various Motorola Solutions Portals.

Key Responsibilities

• Troubleshoot and resolve customer system and access issues promptly, utilizing the Salesforce Case Management system for effective tracking.

• Manage daily operations, including work distribution, backlog tracking, and ensuring adherence to service level agreements (SLAs).

• Collaborate with internal business partners to address and resolve complex customer concerns.

• Perform user setups and manage the timely handling of PartnerEmpower applications, change requests, and support cases.

• Proactively identify and recommend process improvements, conduct quality checks/case audits, and assist in writing or updating knowledge base documentation.

Qualifications and Desired Behaviors

• Requirements: A Bachelor's degree OR a minimum of two (2) years of experience in customer service/support.

• Skills: Strong problem-solving, time management, and multitasking skills.

• Behavior: Must be customer-focused, detail-oriented, self-directed, and possess excellent verbal and written communication skills with a professional, empathetic, and collaborative mindset.

Target Base Salary Range: $45,000- $50,000 

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

• Bachelor's degree
• OR a minimum of two (2) years experience in customer service/support
• 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

Experienced

Referral Payment Plan

No

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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.