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We’re a global close\\-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. \n\n\n\n**Department Overview**\n-----------------------\n\n\nCustomer Support Team Lead \n\nReporting to the Customer Support Manager, the Customer Support Lead is responsible for owning the customer experience through managing day\\-to\\-day service levels within the Customer Support organization. In addition, this role oversees the team's performance levels, phone coverage, and resource time utilization in order to meet service level agreement and other KPIs. 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Proficiency in additional languages is considered a significant asset.**\n* **Education: High School Diploma, GED, Certificado de Preparatoria ( USA or Mexico )**\n* **Experience: 3\\-5 years of relevant experience in an Customer Service Support environment**\n* **Experience working in environments using the KCS Methodology is considered an asset.**\n* **Full\\-time availability**\n* **Availability to work onsite office in Reynosa Mexico**\n* **Experience working in an environment utilizing the ITIL Methodology.**\n* **Familiarity in a Tier 1 or Tier 2 Technical Support environment is considered an asset.**\n\n### **Essential Skills**\n\n* **Strong problem solving, organizational, time management and analytical skills with demonstrable ability to keep grace under pressure.**\n* **Well\\-developed interpersonal communication (written and oral) skills with the ability to document and explain complex technical problems and solutions to customers of all skill levels.**\n* **Ability to multitask and prioritize based on business needs, provide timely updates and manage expectations of the internal and external stakeholders.**\n* **Team first mindset with a proven track record of championing explicit behavior through coaching and mentoring.**\n* **Ability to lead with trust and validate the outcomes through different reports.**\n* **Demonstrated ability to increase productivity and continuously improve processes and approaches for maximized operational efficiency.**\n* **Ability to lead in a fast paced, changing environment with shifting priorities.**\n\n### **Technical Proficiencies**\n\n* **Installing, configuring, and troubleshooting various operating systems, software, and hardware is a significant asset**\n* **Experience in working on a customer relationship management systems**\n* **Experience with direct customer support over phone, live chat, email**\n* **Fluent and experienced with AI\\-enhanced productivity tools.**\n\n### **Responsibilities may also include**\n\n* **Occasional weekend on\\-call rotation (Friday to Sunday).**\n* **Flexible working hours.**\n\n**Travel Requirements**\n-----------------------\n\n\nNone**Relocation Provided**\n-----------------------\n\n\nNone**Position Type**\n-----------------\n\n\nExperienced**Referral Payment Plan**\n-------------------------\n\n\nYes***EEO Statement***\n\n\nMotorola Solutions is an Equal Opportunity Employer. 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Administration & Office Support in Ciudad Rio Bravo