Job Description
We are seeking a highly skilled Technical Support Associate to join our team. The ideal candidate will have excellent communication skills, be able to work independently and as part of a team, and possess strong analytical and problem-solving skills.
The Technical Support Associate is responsible for providing technical assistance and support related to mobile device systems, hardware, software, and company processes. This includes responding to customer inquiries via phone, email, and ticketing system in a timely and professional manner.
This position is responsible for general technical service and completion of day-to-day tasks within measurable SLA metrics.
Key Responsibilities:
* Respond quickly and professionally to inbound client calls according to each client's preferred greeting and nomenclature
* Resolve 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
* Diagnose and resolve technical issues involving clients' supported hardware, 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
* 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 MCM/CM and Helpdesk 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 Mindglobal's purposes
* Proper and appropriate use of electronic tools and resources for Mindglobal's purposes