Mobile Technical Support Specialist: ITRM

Title: Technical Support Cell Phone Specialist, Bi-Lingual (Spanish) Big Plus

Position Overview

The technical support specialist will directly contribute to the mobile customer care team. The individual would be required to support subscribers while ensuring cross-functional knowledge sharing to enhance the customer experience. More than anything, the individual will be the first line of contact for subscribers and work to make their experience positive and compelling.

Responsibilities:

• Trouble shoot and resolve mobile handset service issues through identification to solution
• Project manage issues through resolution by utilizing their knowlegde, internal tools and external vendor support systems/teams.
• Identify and report network issues, device issues, features issues etc. that are impacting subscribers across the board
• Effectively communicate with customers, mobile care, mobile activations, other internal departments and external vendors as needed to ensure issues are accurately captured in trouble tickets and issues are completely resolved for the customer
• Constant monitoring of trouble ticket queue and mobile support and care emails to manage workload
• Responsible for handling customer calls with a positive problem-solving attitude
• Actively participate in training classes for new products, services and systems
• Manage and resolve technical escalations involving internal/external parties as required to ensure quick customer resolution.
• Provide input for scripting, quick text, LOVs and diagnostic tools
• May also perform additional duties such as data analysis, new product demo and other projects as requested by management
• Participate in quality improvement initiatives as may be assigned.

Qualifications:

• Excellent communication and influencing skills through written or verbal communication
• Understanding of mobile handset devices, including: PDAs and data-enabled handsets
• Experience in mobile customer support or technical support
• Experience with Siebel a plus
• Experience with CDMA carrier systems interfaces a plus
  
  

Knowledge, Skills, and Abilities Required:

· 3+ years of professional experience

· 1+ years experience in mobile technical support

· Bachelors or Associates degree preferred

· Excellent listening and verbal communication skills

The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities.