Motorola Solutions
We help people be their best in the moments that matter.
Hybrid

Knowledge Management Intern - Customer Care Team (Summer 2024 Internship)

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Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewOur organization is dedicated to serving business-to-business customers, including state and local entities, federal government agencies, authorized channel partners, and resellers. As Customer Care Agents, our primary responsibility is to provide exceptional support by addressing a diverse range of complex customer issues.
The Customer Care team serves as the main point of contact for both internal and external customers who encounter technical challenges with different Motorola Solutions Portals. Our role involves troubleshooting technical issues specific to the Portals utilized by our valued customers and partners.
Job Description

  • Assist in the development and maintenance of knowledge management systems and databases to ensure timely and accurate information is available to the Customer Care team.

  • Collaborate with cross-functional teams to identify, capture, and organize knowledge resources, including FAQs, troubleshooting guides, and best practices.

  • Support the implementation and improvement of knowledge management processes and procedures to enhance the efficiency of customer issue resolution.

  • Work closely with the Customer Care team to identify knowledge gaps and develop content to address those gaps.

  • Contribute to the creation of training materials and resources for Customer Care representatives to ensure consistent and high-quality customer support.

  • Analyze customer inquiries and feedback to identify opportunities for knowledge base improvements and proactively address recurring issues.

  • Assist in the development and execution of strategies to promote knowledge sharing and collaboration within the Customer Care team.

  • Provide customer service support as needed, including responding to customer inquiries, resolving issues, and escalating complex cases to appropriate teams.

  • Other duties as assigned

Preferred Qualifications:

  • Currently pursuing a degree in Information Science, Organizational Leadership, Business Administration, or a related field with an interest or concentration in Knowledge Management is a plus.

  • Must be able to work from home.

  • Strong organizational and analytical skills with an attention to detail.

  • Excellent written and verbal communication abilities.

  • Ability to work collaboratively in a team environment and independently when necessary.

  • Familiarity with customer service principles and practices is a plus.

This position offers a unique opportunity to gain hands-on experience in knowledge management while contributing to the delivery of exceptional customer care at Motorola Solutions.

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Basic Requirements

  • Must be currently pursuing a degree in Information Science, Organizational Leadership, Business Administration, or a related field with an interest or concentration in Knowledge Management
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


Travel Requirements
None
Relocation Provided
None
Position Type
Intern
Referral Payment Plan
No

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 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.

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What are Motorola Solutions Perks + Benefits

Motorola Solutions Benefits Overview

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!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Our remote work program includes telecommuting at Manager discretion.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Office Perks
Commuter benefits
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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