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Cellular Device Help Desk Technician

Eingestellt von Elite Tek Services, Inc.

Gesuchte Skills: Support, Usability

Projektbeschreibung

POSITION - Cellular Device Help Desk Technician

LOCATION - Lake Forest, CA

START - IMMEDIATELY

DURATION - 3 months

RATE - $25.00 to $30 per hour; DOE

JOB DESCRIPTION:

Responsible for providing enterprise level customer support via phone, e-mail and web portal. Works with customers to procure mobility devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products. Escalates unresolved issues to the appropriate channels. Works under minimal supervision on advanced technical or unusual support problems.

- Provides basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end customers.
- Troubleshoot hardware and service problems and facilitates carrier support calls as necessary.
- Resolves customer problems and questions via phone and e-mail.
- Work in a multi shift environment
- Utilize our ticketing system to track and process requests for service
- Refers to training, collaborates with associates, and exercises common sense on problem resolution.
- Responds to customer email using Knowledge based B articles, templates as well as formulating personalized responses.
- Exercises good judgment by involving management in resolving customer issues as necessary.
- Escalates unresolved customer issues in a timely manner.
- Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
- Uses the correct tools, resources and processes such as the online Knowledgebase and escalation paths.

REQUIREMENTS/SKILLS:

- Strong experience resolving wireless carrier technical issues preferred, (Verizon, ATT, Sprint, T-Mobile)
- Knowledge of personal and corporate mobility network technologies.
- Broad skills in mobile wireless technologies (mobile devices/browsers/gateways, specifically WM5/6, Blackberry, iPhone, etc.).
- Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet.
- Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
- Must be a logical thinker and understand the concept of mobility synchronization products and services.
- Must be cautious and thoughtful when remotely accessing a customer' device as a means to troubleshoot.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Elite Tek Services, Inc.