Job Description:
We are seeking a detail-oriented and process-driven professional to join our team as a customer support specialist.
* This is a freelancer position working on mobile device systems, hardware, software, and client procedures.
* You will provide technical assistance and support related to mobile devices, hardware, software, and company processes.
* You will respond to queries by inbound phone call, email, and as assigned, respond in a timely and professional manner, isolate issues and requests, and determine and implement a resolution as per client specific company procedures.
Required Skills and Qualifications:
* Quickly and professionally answer inbound client calls 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, and within each client's desired response SLA.
* Understand, access, and efficiently use carrier portals and other tools.
* Diagnose and resolve technical issues involving clients' supported hardware, Mindglobal tools and carrier systems.
* Diagnose and resolve technical issues involving clients' supported MDM and related systems, Mindglobal published client- and inside-facing tools, and carrier portals.
* Research process, policy and procedure questions using available informational resources.
* Using appropriate and professional grammar and communication skills, advise client employees on appropriate action(s), timelines, outcomes, etc.
* Follow standard help desk procedures according to each client's agreements, preferences and processes as noted in the KB, and as may be advised by management.
* Ensure 100% of your client-related work is entered, tracked and documented in our Helpdesk Ticketing system correctly.
* Provide guidance to clients' employees on proper use of specific websites and tools.
* Understand and explain client-specific processes and procedures as well as carrier specific data to clients' employees.
* 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.
* Proper and appropriate use of PC/Laptop and related equipment for purposes.
* Proper and appropriate use of electronic tools and resources for purposes.
Benefits:
* This role offers the opportunity to work in a fast-paced environment with a dynamic team.
* The successful candidate will have the chance to develop their skills and knowledge in mobile device systems, hardware, software, and client procedures.
* A competitive compensation package is available for this role.
Others:
* The selected candidate must have excellent communication and problem-solving skills.
* The ideal candidate will have experience working in a similar role or have relevant training in customer support.