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Onboarding Specialist I

Company: Motorola Solutions
Location: Schaumburg
Posted on: January 25, 2023

Job Description:

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 Transition Onboarding

Job Description

The OnBoarding Specialist I interfaces with Systems Integration Project Managers, Cloud Activation Team, Customer Support Managers, and Customer Success Advocates as needed to transition customers to support. The OnBoarding Specialist I will receive onBoarding requests and be responsible for managing the cases they own in either ServiceNow or Salesforce depending on product.

Responsibilities of OnBoarding Specialist I include, but are not limited to:

  • Monitoring Change Request Tickets/Cases generated and reacting accordingly to meet OnBoarding goals and customer support timelines for Software Enterprise products such as Command Center Software or 911 systems.
  • Review Service Agreements or Orders in Oracle R12 and Post Sales Documentation to identify current On-Boarding needs
  • Ensure Systems and Customer Documentation is in place to enable customer support as defined by Product(s)
  • For Some Products, ie. 911 Systems, will configure Monitoring, Patch, and AV services.
  • Update and Manage owned cases every 7 business days
  • Interact with Project Managers, field technicians, and cloud activation teams to resolve issues related to OnBoarding Change tickets/cases
  • Escalate issues as needed to overcome process delays
  • Complete additional tasks related to OnBoarding and deployment as designated by Management
    Preferred Skills and Qualifications
    • Drive and Initiative -understanding that your work vastly improves outcomes experienced by our customers and enables our technical support personnel the data they need to assist customers
    • Ability to work independently and consistently with minimal supervision
    • Proficiency in utilizing computer information systems and associated applications such as Gmail, Google docs,Google Drive, Calendar, Chat, & Video meetings
    • Experience applying and following detailed processes with an emphasis on technical applications
    • Comfortable reaching out for answers via email, phone, or chat as needed to drive results
    • Enjoy working in a team atmosphere that although mostly remote supports, assists, and encourages each other in daily live chat
    • A+ Certification, basic understanding of or experience with telecommunication systems, 911 systems, or Command Center Software is helpful but not mandatory
    • This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
      Basic Requirements
      • High School diploma or equivalent
      • 1+ years of customer service/technical support experience
      • Must be able to obtain background clearance as required by government customer
      • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
        Vaccine Requirement

        Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.

        Travel Requirements
        Under 10%

        Relocation Provided

        Position Type

        Referral Payment Plan

        Our U.S. Benefits include:
        • Incentive Bonus Plans
        • Medical, Dental, Vision benefits effective Day 1
        • 401K with Company Match and Day 1 vesting
        • 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

Keywords: Motorola Solutions, Schaumburg , Onboarding Specialist I, IT / Software / Systems , Schaumburg, Illinois

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