3rd Shift Service Desk Representative

Company: Motorola Solutions
Location: Schaumburg
Posted on: November 17, 2021

Job Description:

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account. Company Overview Motorola Solutions is there for our customers when everything is on the line. In extreme moments - when a hurricane lands or when a fire breaks out. And in everyday moments - when a package arrives just in time for the holiday or when a child doesn't miss the school bus home. We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters. Department Overview The Service Desk 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. Service Desk agents are responsible for supporting in-bound calls and emails which involve resolving a wide variety of complex customer issues. The Service Desk team plays a supportive role to our technical support teams for the Two-way infrastructure communication systems. Service Desk call types include managing the dispatch requests for field service technicians to customer sites. 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 customers. 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 customers are our lifeblood and each 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. Job Description Responsibilities of the Service Desk Representative include but are not limited to: * Interface with customers to help facilitate troubleshooting needs * Drive resolution of customer issues * Coordinate tickets with other support teams * Develop and maintain favorable relationships with new and existing customers Additional Knowledge/Skills: * Recent graduate with a Bachelor's degree OR 1+ years of experience in customer service * Must be a US Citizen with the ability to obtain clearance * Experience developing collaborative relationships * Proficient computer skills with emphasis on Windows or Google based applications Desired Behaviors: * Customer-focused; detail-oriented * Ability to maintain a positive attitude in a high stress/fast-paced work environment * Confident individual who is willing to assume responsibility * Self-motivated with a high degree of drive and determination * Strong individual contributor and team player * Adaptive and flexible (changing technologies, processes, environments) Work/Office environment: * Hours of operation are 24 hours a day, 7 days a week, 365 days a year, including U.S. holidays. * Shift Schedule: 3rd shift- Friday to Sunday 7:00pm-7:00am OR Monday-Thursday 8:30pm to 6:00am. Days and hours are subject to change to meet business needs. * 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. Service Desk Training: Our 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 led by an experienced trainer who is the new hire's 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. Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by December 8, 2021. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief. If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made. Basic Requirements * Recent graduate with a Bachelor's degree OR 1+ years of experience in customer service * Must be a US Citizen with the ability to obtain clearance Travel Requirements None Relocation Provided None Position Type New Grad Referral Payment Plan Yes 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 , 3rd Shift Service Desk Representative, Sales , Schaumburg, Illinois