Title: Help Desk Specialist (2nd shift, 11:30am-8pm)

FLSA Classification: Non-Exempt

Job Description

Job Purpose: Establish and maintain wireless knowledge and skillset required for taking inbound calls specified for Tier 2 support.

Duties:

I. Maintain a general knowledge of mobile carrier processes and policies including but not limited to the following:
• Knowledge of contract terms and upgrade eligibility dates
• Advanced knowledge of how to make/receive calls, text messages, and web browsing on the major device platforms-iOS and Android.
• Proficiency in the carrier websites to ensure efficiency.
• Advanced knowledge of carrier plans and costs.
• Restrictions for warranty replacements and what is needed to process.
• How to activate devices.
• Handling appropriate 30-day exchange procedures.

II. Manage email activations and the ability to perform advanced device troubleshooting including, but not limited to the following:
• Ability for users to make and receive calls, text... messages, and data.
• Power-cycling devices, soft reboots, and device wipes.
• Engaging carriers for network troubleshooting.
• Knowledge of aircards and MiFi devices.
• Responsible for staying up to date on the latest devices and technologies.
• Email activations will require the ability to walk users through various Mobile Device Management (MDM) platforms.
• Maintaining proficiency in MDM platforms.

III. Manage daily workflow and ticketing processes:
• Responsible for information provided in the knowledgebase.
• Review wiki for any updates/changes daily.
• Thorough understanding and compliance of supported clients' policies and procedures.
• Manage and respond to email in a timely manner.
• See user's issues through to the end or escalate through the appropriate channels.
• Proficiency in all necessary ticketing systems.
• Ability to create detailed and thorough tickets in line with expectations.

Requirements

Required education and experience

Proficient with MS Office products (Excel, Office and Word)

Attention to detail

Task and schedule driven.

Ability to work in a team

Communicate with technical and non-technical audiences.

Experience with iOS and Android cellular devices and support of iOS and Android device.

Ability to multi-task and switch between different communication channels quickly and efficiently.

Previous help desk/customer service experience

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