Technical Triage Supervisor

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 Overview

North America/Latin America (NALA) Technical Triage acts as a first point of contact for support of multiple product families within Motorola Solutions, Inc. Our mission is to simplify the delivery of incident resolution for our customers and partners. We are a quick-response team that can guide customers through known issues and gather quality information for deeper investigation by leveraging standardized incident management, knowledge management, and centralized tools.

Job Description

The Technical Triage Supervisor will ensure:

• Maintenance of established service levels including, but not limited to Average Speed of Answer and Abandon Call Rate. 
• Ensure team compliance with Knowledge Management Expectations
• Ensure team compliance with case quality standards
• Provide feedback and coaching for agent performance
• Maintain Work Instruction documentation
• Manage agent schedules to cover business needs
• Ensures Technical Triage Agents are enabled to complete their assigned responsibilities.
• Assist with execution and completion of NALA Technical Triage objectives
• Other duties as assigned

Candidates based in Reynosa with availability to work hybrid from our office (Parque Industrial del Norte, Reynosa) are preferred. However, we are open to consider remote working for qualified candidates based in other locations.

If you are interested, please submit your CV in English.

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Basic Requirements

Basic requirements for this position include the following:

• Exceptional proficiency and fluency in verbal and written English 
• High school diploma or equivalent

Preferred qualifications include:

• Previous experience in a leadership role
• Previous experience working in a call center environment
• Previous experience leveraging and implementing knowledge management systems.
• Working knowledge of risk management and quality assurance
• Understanding of ITIL and ITSM
• Previous experience with telephony and ticket management tools such as Genesys Purecloud and Salesforce Service Cloud
• Understanding of office applications such as Google Docs, Sheets, and Slides

Travel Requirements

None

Relocation Provided

None

Position Type

New Grad

Referral Payment Plan

Yes

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 email ohr@motorolasolutions.com.