Channel Operations Support Analyst
Company Overview
At Motorola Solutions, we believe that everything starts with our people. We’re 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 that’s 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 OverviewAt Motorola Solutions, we believe that everything starts with safety. It’s 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, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.
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 done. In 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.
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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). Bachelor’s 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 RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment Plan
YesEEO 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 you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.