Flex Customer Support Team Lead

Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.


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 Centralized Managed and Support Operations – Software Enterprise (CMSO-SE) organization provides high quality support experiences for mission critical customers so they can accomplish their mission. The CMSO-SE organization's Flex Support team provides in-depth investigation and handling of complex cases. It focuses on this and partnering with engineering for resolution of cases as well as improved knowledge sharing capacity for the Flex organization.
Job Description

The Support team is comprised of a group of individuals supporting Motorola Solutions software and services to the Public Safety market. The Team Lead is a position that coaches our Customer Service Technicians (CST’s) to ensure our customers’ expectations are met and cases are engaged, triaged, and resolved accordingly.

Primary Responsibilities:

  • Supervises, coaches, and motivates CST’s as they field calls from customers.

  • Focus on answering immediate questions from customers and guide escalations as needed

  • Assists in the training process of new hires, ensuring that every CST is well prepared for their calls.

  • Provide ongoing support to CST’s by monitoring progress, providing training as needed, and ensuring that they understand and meet expectations.

  • Answer CST questions regarding best practices or difficult calls.

  • Host weekly meeting(s) to review and identify operational issues and suggest improvements.

  • Ensure employees know how to respond to what is being asked, and they represent Motorola Solutions accordingly.

  • Ensure correct procedures are followed and routinely give directions to CST’s on improvement opportunities

  • When an employee needs assistance with customer concerns or the customer requests a higher tier, lead will step in to assist.

  • Coach employees on backlog cases to ensure they are resolved or escalated quickly

  • Set goals for performance and deadlines in ways that comply with company’s plans and vision and communicate them to employees

Preferred Experience, Education, and/or Training:

  • Minimum of 1 year working with the Flex Product.

  • Knowledge of and/or basic skills in: Microsoft Windows, Unix, Linux Server, and Desktop Operating Systems (Active Directory); C-Tree Database administration; Validating, troubleshooting, and characterizing reported application issues; Web servers; Virtualization Software; Network Services (DNS, IP, HOSTS, Routing).

  • Prior experience in: Installing, configuring, and supporting Motorola Solutions software; answering customer questions on application usage and administration; creating and updating technical documentation; logging information into internal case tracking systems; and/or providing Live Phone support for public safety customers; installing and configuring required 3rd party software packages; providing feedback to individual contributors

  • Excellent problem solving, leadership, and customer service skills.

  • Analytical, efficient, and thorough.

  • Ability to remain calm and courteous under pressure and navigate tense situations.

  • Excellent verbal and written communication skills.

  • Basic understanding of technical support centers.

  • Strong interpersonal skills to coach and mentor the support staff.

Minimum Requirements:

  • Associates Degree, or high school diploma & 1-2 years of formal technical courses, in PC-related field.

  • 1+ years of experience in customer service.

  • Familiarity with Windows and Linux operating systems, basic networking, and related hardware.

  • 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 experience
  • Must be able to obtain background clearance as required by government customer

Vaccine Requirement

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 January 4, 2022. 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.


Travel Requirements
None
Relocation Provided
None
Position Type
Experienced
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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • AWS (Amazon Web Services)Languages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

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
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
More Jobs at Motorola Solutions191 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Data + Analytics
new
Remote
Sales
new
Remote
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Project Mgmt
new
Chicago
Project Mgmt
new
Remote
Design + UX
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Remote
Operations
new
Chicago
HR + Recruiting
new
Chicago
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Project Mgmt
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
HR + Recruiting
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Internships
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Marketing
new
Chicago
Developer
new
Remote
Operations
new
Remote
Operations
new
Remote
Finance
new
Chicago
Operations
new
Remote
Design + UX
new
Chicago
Developer
new
Remote
Developer
new
Chicago
Operations
new
Remote
Operations
new
Chicago
HR + Recruiting
new
Chicago
Developer
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Sales
new
Chicago
Operations
new
Remote
Operations
new
Remote
Operations
new
Remote
Finance
new
Chicago
Developer
new
Remote
Finance
new
Chicago
Marketing
new
Chicago
Operations
new
Chicago
Developer
new
Remote
Marketing
new
Chicago
Operations
new
Remote
Operations
new
Chicago
Finance
new
Chicago
Data + Analytics
new
Remote
Project Mgmt
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Remote
Operations
new
Remote
Developer
new
Remote
Operations
new
Remote
Operations
new
Remote
Operations
new
Remote
Operations
new
Remote
Operations
new
Remote
Marketing
new
Remote
Project Mgmt
new
Remote
Operations
new
Remote
Operations
new
Remote
Sales
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Design + UX
new
Chicago
Finance
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Internships
new
Chicago
Design + UX
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Internships
new
Chicago
Design + UX
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Operations
new
Remote
Project Mgmt
new
Remote
Developer
new
Remote
Data + Analytics
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Remote
Project Mgmt
new
Remote
Developer
new
Chicago
Project Mgmt
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Motorola Solutions's full profileSee more Motorola Solutions jobs