Remote Chat Support Representative – Customer Experience Champion for Motorola Solutions (Part‑Time, Dallas‑Based Flexibility)
About Motorola Solutions and the Role of a Chat Support Champion
Welcome to an industry leader that powers mission‑critical communication worldwide. Motorola Solutions has been at the forefront of public safety, government, and enterprise communications for over a century, delivering innovative solutions that keep first responders, businesses, and communities connected when it matters most. As a Remote Chat Support Representative, you will become an essential voice in our customer‑centric ecosystem, providing real‑time assistance, troubleshooting, and guidance through our state‑of‑the‑art chat platforms. This position is 100 % remote, offering you the flexibility to work from any comfortable environment while still being part of a dynamic, technology‑driven team headquartered in Dallas, Texas.
Why Join Motorola Solutions?
Beyond a competitive salary, Motorola Solutions offers a culture built on collaboration, continuous learning, and a commitment to diversity and inclusion. You’ll work alongside experts who are passionate about safeguarding lives and enabling efficient communication for critical missions. Whether you are just starting your career or looking to sharpen your technical support expertise, our organization provides clear pathways for professional growth, mentorship programs, and opportunities to contribute to groundbreaking projects that shape the future of public safety.
Key Responsibilities – What Your Day Will Look Like
- Engage Customers via Live Chat: Respond promptly to inbound chat inquiries, delivering clear, courteous, and accurate information that resolves issues on the first contact whenever possible.
- Troubleshoot Technical Problems: Diagnose hardware, software, and network issues related to Motorola’s communication products, utilizing diagnostic tools and knowledge bases to guide customers toward effective solutions.
- Document Interactions Meticulously: Record each conversation in the CRM system, noting problem details, steps taken, resolution outcomes, and any follow‑up actions required.
- Collaborate with Cross‑Functional Teams: Work closely with Tier‑2 support engineers, product specialists, and account managers to escalate complex cases, share insights, and ensure seamless handoffs.
- Contribute to Process Improvement: Provide feedback on recurring issues, suggest enhancements to scripts and knowledge articles, and participate in regular team huddles focused on elevating the customer experience.
- Maintain Service Level Agreements (SLAs): Monitor chat queues and response times to meet or exceed established performance metrics, ensuring customers receive timely assistance.
- Stay Informed on Product Updates: Continuously update personal expertise on new product releases, firmware upgrades, and industry trends that affect customer usage and expectations.
Essential Qualifications – What We Need to See on Your Resume
- Experience: Minimum of 1 year in a customer service, technical support, or help‑desk role, preferably with exposure to chat‑based communication channels.
- Education: High school diploma or equivalent; additional certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.
- Communication Skills: Exceptional written communication ability, including proper grammar, clear articulation of technical concepts, and a friendly, patient tone.
- Problem‑Solving Aptitude: Proven track record of diagnosing issues, applying logical reasoning, and delivering effective resolutions under pressure.
- Technology Proficiency: Familiarity with chat platforms (e.g., LivePerson, Zendesk Chat), CRM systems, and basic networking concepts (IP, DNS, VPN).
- Independence & Teamwork: Ability to work autonomously in a remote setting while also collaborating virtually with peers and supervisors.
- Leadership & Strategic Thinking: Demonstrated initiative to take ownership of tasks, propose improvements, and contribute to broader team goals.
Preferred Qualifications – Nice‑to‑Have Extras That Set You Apart
- Prior experience supporting communication hardware (radios, dispatch consoles, or rugged mobile devices).
- Exposure to public safety or government‑sector environments.
- Advanced certifications such as CompTIA Network+, Cisco CCENT, or Microsoft Certified: Modern Desktop Administrator.
- Multilingual abilities, especially Spanish, to serve a diverse customer base.
- Experience with remote collaboration tools like Slack, Microsoft Teams, or Zoom for internal communications.
Core Skills & Competencies for Success
- Active Listening: Understanding the customer’s problem fully before responding.
- Empathy: Conveying genuine concern and reassurance throughout each interaction.
- Time Management: Balancing multiple chat sessions while maintaining high-quality service.
- Attention to Detail: Ensuring every ticket is accurately logged and following up when necessary.
- Adaptability: Staying flexible as product lines evolve and new support tools are introduced.
- Continuous Learning: Commitment to ongoing education through internal training modules, webinars, and industry literature.
Career Growth – Your Pathway Within Motorola Solutions
Motorola Solutions invests heavily in employee development. As a Chat Support Representative, you will have access to a structured career ladder that can lead to roles such as:
- Senior Chat Support Engineer – handling high‑complexity escalations and mentoring junior staff.
- Technical Support Analyst – specializing in product families and providing deep‑dive troubleshooting.
- Customer Success Manager – overseeing client relationships and driving adoption of Motorola’s solutions.
- Product Trainer or Knowledge Management Specialist – creating training content and knowledge‑base articles for internal and external audiences.
In addition, we offer tuition reimbursement, certification sponsorship, and internal mobility programs that encourage you to explore cross‑functional opportunities across engineering, sales, and operations.
Compensation, Perks & Benefits – What We Offer
- Competitive Base Salary: Aligned with industry standards for remote, part‑time technical support roles.
- Paid Sick Leave & Flexible PTO: To support work‑life balance and personal well‑being.
- Profit‑Sharing Program: Share in the company’s success through annual bonuses based on performance.
- Travel Opportunities: Eligible for occasional site visits, conferences, and training events that promote professional networking.
- Health & Wellness Benefits: Medical, dental, vision coverage, and an employee assistance program.
- Retirement Savings: 401(k) plan with company matching contributions.
- Learning Resources: Access to online learning platforms (LinkedIn Learning, Coursera), internal webinars, and a library of technical documentation.
- Remote Work Stipend: Reimbursement for home‑office setup (ergonomic chair, high‑speed internet).
Work Environment & Company Culture
At Motorola Solutions, we foster a culture that thrives on innovation, accountability, and inclusion. Our remote team operates with a blend of autonomy and collaborative spirit, leveraging video conferences, chat rooms, and virtual coffee breaks to stay connected. We celebrate diversity through employee resource groups, mentorship circles, and community outreach programs. Our core values—Integrity, Accountability, Respect, and Excellence—guide everyday decisions and reinforce a workplace where every voice is heard and every contribution matters.
Equal Opportunity Statement
Motorola Solutions is proud to be an Equal Opportunity Employer. We celebrate and encourage diversity in all its forms. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any protected characteristic. We are committed to providing a workplace where individuals feel respected, valued, and empowered to reach their full potential.
How to Apply – Take the Next Step Toward a Fulfilling Career
If you are motivated, confident, and ready to make a tangible impact on customers worldwide, we invite you to apply today. Follow these simple steps:
- Visit the GrabJobs portal and locate the “Remote Chat Support Representative – Motorola Solutions” posting.
- Click the “Apply” button and upload your most recent resume, a tailored cover letter highlighting relevant experience, and any supporting certifications.
- Complete the short pre‑screen questionnaire to help us better understand your background and motivations.
- Submit your application before the deadline of July 30, 2024.
After you submit, our recruitment team will review your profile and reach out to qualified candidates for an initial virtual interview. We aim to keep the hiring process transparent, timely, and respectful of your schedule.
Final Call to Action – Join Us in Shaping the Future of Communication
Imagine a career where each chat conversation you handle helps keep first responders connected, businesses running smoothly, and communities safe. At Motorola Solutions, your expertise will be directly linked to mission‑critical outcomes, and your growth will be nurtured through a supportive, forward‑thinking environment. Don’t miss the chance to become a pivotal part of a legacy brand that values innovation, people, and purpose.
Apply now, and let’s build a safer, more connected world—together.
Apply for this job