Technical Triage Consultant

About the Role We are seeking a Technical Triage Consultant to provide exceptional support to Motorola Solutions customers by acting as the front-line point of entry for multiple products and solutions. This role focuses on delivering quick responses, gathering quality information, and collaborating with cross-functional teams to guide resolution and customer satisfaction. What You'll Do

• Handle inbound calls, respond to customer inquiries, resolve issues, and provide assistance via telephone, chat, and ticketing system while ensuring a positive customer experience.
• Address a broad spectrum of customer concerns, including post-sale inquiries, application degradations and interruptions, device issues, and repair requests; apply problem-solving skills to identify effective solutions.
• Develop a comprehensive understanding of Motorola's products, services, and solutions to furnish accurate and reliable information to customers.
• Troubleshoot: diagnose and resolve issues related to equipment, computers, software applications, and related devices, leveraging input from technical experts.
• Document and maintain precise customer records in the support system to ensure effective communication and follow-up.
• Collaborate closely with cross-functional teams (sales, technical support, product development) to resolve complex issues and deliver comprehensive solutions.
• Strive to exceed customer expectations and maintain high satisfaction by listening, empathizing, and delivering timely resolutions.
• Be onsite for the first 3 months at Reynosa site; then transition to a hybrid schedule (2 days per week on-site). What We're Looking For
• Fluent in English (spoken and written).
• Education: High School Diploma, GED, or Certificado de Preparatoria (USA or Mexico).
• 1 year of work experience; full-time availability.
• Resident of Reynosa; 100% onsite for the first 3 months, then hybrid schedule.
• Strong service orientation, teamwork, and communication skills.
• Ability to provide customer-facing technical support, diagnose technical incidents, and collaborate with team members.
• Willingness to learn new technologies and pursue professional development. Nice to Have
• Experience with incident management, knowledge management, and ticketing systems.
• Interest in growing technical knowledge and product familiarity. Compensation & Benefits
• Salary: not disclosed.
• Benefits: training and development opportunities, inclusive work environment, and potential for hybrid work.