Description
Overview:
Will handle the necessary support needed to smoothly increase many mobile clients into the client's stores in a short amount of time. These devices will be a new technology to most users.
Responsibilities:
1. Gathers all relevant information and enters information into the departmental database in a timely and accurate manner. Requests can come from calls, in person, emails and IMs.
2. Will assists users with the use and setting up of Android wireless clients including identifying and resolving issues. This may include contacting user.
3. Will provide recommendations for issues that made not be resolved and/or when the resolution involves more than the client's hardware.
4. Ensures customer satisfaction by promptly answering customer requests for assistance.
5. Works to achieve targeted service metrics related to average speed of answer, abandonment rates, and average inbound call length.
6. Escalates after exhausting all methods to resolve the issue and will follow up later to learn resolution.
7. Will provide feedback and information to identify trends and other useful data that will be reported back to the customer
8. Performs other duties as assigned.
SKILLS:
Qualifications:
A degree in Computer Science or demonstrated working knowledge of installation and configuration of personal computers, mobile clients or wireless networking.
1 year or more of technical support troubleshooting experience in a help desk environment.
Strong PC operating system knowledge, Android, and mobile computing devices.
Strong written and verbal communication skills.
Basic programming, wireless and Network communications skills.
Strong customer service.