Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Department Overview

Job Description

The Channel Operations Support Analyst plays a key role in the Worldwide Video Sales Operations Team helping the sales team get their job this role you will assist in day to day back office activities including but not limited to account setups/modifications contracts account data gathering coordinating people and information to troubleshoot issues that arise opportunity management and order tracking. To be successful means you are providing heavy administrative support can juggle multiple requests have a clear understanding of processes and systems and are a reliable team player.

Currently the department is undergoing a strategic shift toward a Triage model moving from traditional case management to real-time high-responsiveness support. This transition requires a team capable of maintaining a consistent online presence to handle live inquiries and urgent troubleshooting across Salesforce and help-desk platforms.

Key Responsibilities

Partner Onboarding & Account Maintenance

• Manage day-to-day back-office activities including account setups modifications and account data gathering.

• Coordinate people and information to troubleshoot onboarding issues as they arise.

• Support the tracking and resolution of tasks related to partner setup and entitlement management.

Operational Resolution & Process Improvement

• Act as the primary point of contact for resolving a diverse range of support cases including onboarding inquiries account setups quote & order troubleshooting and any general partner lifecycle issues.

• Develop and implement standardized repetitive methods for handling support resolutions to increase efficiency.

• Manage the ongoing documentation of case management and troubleshooting processes.

Cross-Functional Collaboration

• Interact daily with departments including Order Management Finance IT and Customer Success to resolve blockers.

• Coordinate with internal stakeholders to ensure sales teams are supported.

• Bridge the time gap for global teams to reduce resolution turnaround times.

Communication & Coordination

• Maintain clear consistent communication via email Slack and video calls with internal stakeholders.

• Act as a reliable team player to juggle multiple requests and provide heavy administrative support.

#LI-DR2

Basic Requirements

Key Competencies & Qualifications

Communication & Language

• Strong Written & Reading Skills: Essential for daily management of professional email correspondence and Slack communications with internal stakeholders.

• Clear Spoken English: Must be comfortable and understandable during daily internal video calls and team briefings.

Operational Flexibility & Accessibility

• While the role currently focuses on case management we are transitioning toward an Omni-Channel Triage model. This will eventually require the candidate to be highly available and online to handle live incoming phone calls and real-time support requests.

• A commitment to high responsiveness and the ability to maintain a consistent online presence.

Technical Skills

• Salesforce Proficiency: Experience with Salesforce CRM is a significant plus (not required) but the ability to learn new sales applications quickly is essential.

• Help Desk Experience: Familiarity with Help Desk or Ticketing software (e.g. Zendesk Jira or similar).

• Self-Mastery: Ability to multitask and adapt to an ever-changing environment.

• Detail oriented with strong attention to accuracy.

Minimum Qualifications

• High School Diploma or equivalent (GED). Bachelors Degree is a plus but not required.

• Availability to work hybrid 2 days per week from the office (Parque Industrial del Norte Reynosa) is required.

• 2 years of experience in Sales Operations Customer Support or Sales Administrative roles.

• Demonstrated support mindset with a strong aptitude for seeing issues through to resolution.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.