Job Overview:
We are seeking a detail-oriented and process-driven professional to provide customer and technical assistance and support related to mobile device systems, hardware, software, and carrier processes.
Responsibilities:
* Answer inbound client calls professionally and according to each client's preferred greeting and nomenclature
* Respond to requests for assistance sent by email and received by our Helpdesk Ticketing solution professionally and using appropriate templates, verbiage, and guidelines
* Understand, access, and efficiently use carrier portals and other tools
* Diagnose and resolve technical issues involving clients' supported hardware, company tools, and carrier systems
* Research process, policy, and procedure questions using available informational resources
* Advise client employees on appropriate action(s), timelines, outcomes, etc., using professional grammar and communication skills
* Ensure 100% of client-related work is entered, tracked, and documented in our Helpdesk Ticketing system correctly
* Provide guidance to clients' employees on proper use of company specific websites and tools
* Refer and redirect non-Helpdesk requests to appropriate resource(s)
* Identify and escalate situations requiring urgent attention and to the most appropriate resource
* Stay current with industry trends, mobile technologies, internal systems, and information, changes, and updates
* Use PC/Laptop and related equipment for company purposes properly and appropriately
* Use company's electronic tools and resources for company purposes properly and appropriately