Job Description
The Mobility Support Associate will provide customer and technical assistance to mobile device systems, hardware, software, processes, and procedures.
* Respond quickly and professionally to inbound client calls according to each client's preferred greeting and nomenclature.
* Address requests for assistance sent by email and received by our Helpdesk Ticketing solution professionally and using appropriate templates and guidelines.
* Understand, access, and efficiently use carrier portals and other tools.
* Diagnose and resolve technical issues involving clients' supported hardware, tools, and carrier systems.
* Diagnose and resolve technical issues involving clients' supported MDM and related systems, published tools, and carrier portals.
* Research process, policy, and procedure questions using available informational resources.
Responsibilities
* Adhere to standard help desk procedures according to each client's agreements, preferences, and processes as noted in the KB.
* Ensure accurate documentation of client-related work in our Helpdesk Ticketing system.
* Provide guidance on proper use of specific websites and tools.
* Explain client-specific processes and procedures as well as carrier-specific data to clients' employees.
* Refer non-Helpdesk requests to appropriate resources.
* Identify and escalate urgent situations to the most appropriate resource.
* Stay current with industry trends, mobile technologies, internal systems, changes, and updates.