Wireless Device Help Desk Technician

California  ‐ Onsite
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Description

Position -- Wireless 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.
Start date
Immediate
Duration
3 months
From
Elite Tek Services, Inc.
Published at
23.10.2015
Project ID:
1006405
Contract type
Freelance
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