Technical Support Specialist I
TalentHop
United StatesFresher58m agovia LinkedIn
About the Role
The Technical Support Specialist I role focuses on delivering responsive phone support for wireless service requests, ensuring timely troubleshooting, device activations, and warranty management. This position contributes to maintaining service quality by meeting a 4-hour service level agreement for client orders, supporting process improvements, and upholding data security standards. The role is essential to sustaining customer satisfaction and operational efficiency within the support team.
Key Responsibilities
- Respond to wireless support requests via phone from 8:00 a.m. to 8:00 p.m. EST
- Assist with troubleshooting, mobile device management support, activations, and warranty replacements
- Be available for after-hours call out support as needed
- Collaborate with senior technical support staff to complete client orders within a 4-hour SLA
- Identify, document, and implement at least one measurable process improvement annually
- Manage inventory requests
- Complete optimization plan changes before the next billing cycle for assigned clients
- Adhere to data security and personal information policies
- Promptly report any suspicious activities related to data security or personal information
Requirements & Tech Stack
- High school diploma
- Strong interpersonal, communication, and time management skills
- Customer service orientation with active listening and troubleshooting abilities
- Proficient computer skills including Microsoft Office Suite, SharePoint, and Excel
Qualifications
- Preferred but not required: previous customer service experience