What are the responsibilities and job description for the Onboarding Specialist I position at Motorola Solutions?
Company Overview
At Motorola Solutions, we believe that everything starts with safety.Its the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.
As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.
At Motorola Solutions, were ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.
Department Overview The role of the Customer Onboarding team is to facilitate timely completion of support system provisioning and contract approval globally for new customers, service upgrades, customer site adds, and service renewals.
Onboarding is performed via Service Transition for Essential, Advanced, and Premier Service customers. Customers currently receiving support from our team include those supported by NSOC Temecula, CA .
Job Description
The OnBoarding Specialist I interfaces with Systems Integration Project Managers, Cloud Activation Team, Customer Support Managers, and Customer Success Advocates as needed to transition customers to support. The OnBoarding Specialist I will receive onBoarding requests and be responsible for managing the cases they own in either ServiceNow or Salesforce depending on product.
Responsibilities of OnBoarding Specialist I include, but are not limited to
Monitoring Change Request TicketsCases generated and reacting accordingly to meet OnBoarding goals and customer support timelines for Software Enterprise products such as Command Center Software or 911 systems.
Review Service Agreements or Orders in Oracle R12 and Post Sales Documentation to identify current OnBoarding needs
Ensure Systems and Customer Documentation is in place to enable customer support as defined by Products
For Some Products, ie. 911 Systems, will configure Monitoring, Patch, and AV services.
Update and Manage owned cases every 7 business days
Interact with Project Managers, field technicians, and cloud activation teams to resolve issues related to OnBoarding Change ticketscases
Escalate issues as needed to overcome process delays
Complete additional tasks related to OnBoarding and deployment as designated by Management
Preferred Skills and Qualifications
Drive and Initiative understanding that your work vastly improves outcomes experienced by our customers and enables our technical support personnel the data they need to assist customers
A43; Certification, basic understanding of or experience with telecommunication systems, 911 systems, or Command Center Software is helpful but not mandatory
Ability to work independently and consistently with minimal supervision
Proficiency in utilizing computer information systems and associated applications such as Gmail, Google docs,Google Drive, Calendar, Chat, & Video meetings
Experience applying and following detailed processes with an emphasis on technical applications
Comfortable reaching out for answers via email, phone, or chat as needed to drive results
Enjoy working in a team atmosphere that although mostly remote supports, assists, and encourages each other in daily live chat
This position is subject to working in high security areas governed by the US Department of Justice39;s 34;Criminal Justice Information Services CJIS Security Policy34; and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
LIDB1
Basic Requirements
High School diploma or equivalent
143; years of customer servicetechnical support experience
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Vaccine Requirement
Motorola Solutions has implemented a voluntary COVID19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions39; customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.
Travel Requirements Under 10
Relocation Provided None
Position Type Experienced
Referral Payment Plan Yes
Our U.S.Benefitsinclude
Incentive Bonus Plans
Medical, Dental, Visionbenefits
401K with Company Match
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & 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, veteran39;s status, or, any other protected characteristic.
At Motorola Solutions, we believe that everything starts with safety.Its the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.
As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.
At Motorola Solutions, were ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.
Department Overview The role of the Customer Onboarding team is to facilitate timely completion of support system provisioning and contract approval globally for new customers, service upgrades, customer site adds, and service renewals.
Onboarding is performed via Service Transition for Essential, Advanced, and Premier Service customers. Customers currently receiving support from our team include those supported by NSOC Temecula, CA .
Job Description
The OnBoarding Specialist I interfaces with Systems Integration Project Managers, Cloud Activation Team, Customer Support Managers, and Customer Success Advocates as needed to transition customers to support. The OnBoarding Specialist I will receive onBoarding requests and be responsible for managing the cases they own in either ServiceNow or Salesforce depending on product.
Responsibilities of OnBoarding Specialist I include, but are not limited to
Monitoring Change Request TicketsCases generated and reacting accordingly to meet OnBoarding goals and customer support timelines for Software Enterprise products such as Command Center Software or 911 systems.
Review Service Agreements or Orders in Oracle R12 and Post Sales Documentation to identify current OnBoarding needs
Ensure Systems and Customer Documentation is in place to enable customer support as defined by Products
For Some Products, ie. 911 Systems, will configure Monitoring, Patch, and AV services.
Update and Manage owned cases every 7 business days
Interact with Project Managers, field technicians, and cloud activation teams to resolve issues related to OnBoarding Change ticketscases
Escalate issues as needed to overcome process delays
Complete additional tasks related to OnBoarding and deployment as designated by Management
Preferred Skills and Qualifications
Drive and Initiative understanding that your work vastly improves outcomes experienced by our customers and enables our technical support personnel the data they need to assist customers
A43; Certification, basic understanding of or experience with telecommunication systems, 911 systems, or Command Center Software is helpful but not mandatory
Ability to work independently and consistently with minimal supervision
Proficiency in utilizing computer information systems and associated applications such as Gmail, Google docs,Google Drive, Calendar, Chat, & Video meetings
Experience applying and following detailed processes with an emphasis on technical applications
Comfortable reaching out for answers via email, phone, or chat as needed to drive results
Enjoy working in a team atmosphere that although mostly remote supports, assists, and encourages each other in daily live chat
This position is subject to working in high security areas governed by the US Department of Justice39;s 34;Criminal Justice Information Services CJIS Security Policy34; and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
LIDB1
Basic Requirements
High School diploma or equivalent
143; years of customer servicetechnical support experience
Must be able to obtain background clearance as required by government customer
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Vaccine Requirement
Motorola Solutions has implemented a voluntary COVID19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Motorola Solutions39; customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Motorola Solutions and maintain compliance with these requirements.
Travel Requirements Under 10
Relocation Provided None
Position Type Experienced
Referral Payment Plan Yes
Our U.S.Benefitsinclude
Incentive Bonus Plans
Medical, Dental, Visionbenefits
401K with Company Match
9 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & 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, veteran39;s status, or, any other protected characteristic.
Salary : $45,200 - $57,300
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