Job Description
The Support Specialist II is an
advanced mobile device troubleshooting role that professionally and urgently responds to our end-users through a ticketing system. Maybe you loved working with mobile devices at a retail store like Verizon Wireless, AT&T Wireless or T-Mobile, but didn't care for the sales portion of your job. Maybe you have experience in customer service at a carrier retail store and have
advanced troubleshooting experience from another position. If you love troubleshooting devices and customer service, a Support Specialist II at OpDecision may be the perfect fit!
OpDecision, a Ten4 Company, reduces costs and streamlines corporate wireless activity.
The right candidate will have experience and knowledge of wireless carriers, plans, features,
ADVANCED troubleshooting of wireless devices and the carrier portals. Attention to detail and a sense of urgency is a MUST!
OpDecision offers a great benefits package and 4 weeks of PTO to start! Remote work is just the beginning. Get out of retail and enjoy a set schedule, 8 paid company holidays, plus an extra day of PTO for your birthday! OpDecision offers a great benefits package and eligibility begins within the first 31 days.
We are searching for a candidate that can excel in a remote role. Working hours are
11 am - 8 pm EASTERN DAYLIGHT TIME. This is 8 am - 5 pm PACIFIC TIME .
This position pays $28.85 to $36.06 per hour, depending on experience. JOB TITLE: Support Specialist Tier II
REPORTS TO: Manager Support Specialist II
POSITION SUMMARY: The Help Desk Support Specialist provides our Assist-level clients with superior wireless support and excellent customer service utilizing an internal ticketing system . This position is responsible for helping resolve client issues and providing Tier 2 support for client ticketing system and assisting with managing key accounts.
This role will work directly with all Wireless Assist clients helping each client to achieve their overall business and wireless goals. It is important for the Help Desk Support Specialist Tier II to be able to provide answers to client and/or end user questions quickly and maintain a positive and professional demeanor at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES: - Work effectively in a dynamic, fast-paced ticket center that provides services over the phone, through email and ticketing systems (i.e. ForgeOS and ServiceNow).
- Ensure quick and efficient delivery of wireless technical support services to all Wireless Assist clients.
- Provide responsive end user help desk support for mobility-related services for the assigned shift during the help desk hours; Weekend hours as needed. (Please note the help desk is open from 8:00am – 8:00pm EST Monday – Friday.)
- Act as Tier II support for Wireless Assist users to successfully triage phone calls, emails and support tickets to either address client issues directly or assign internally for resolution.
- Document actions taken during the ticket resolution.
- Support special projects for clients to include upgrade and activation projects as well as porting projects with the potential to work on-site.
- Accurately and timely document actions taken during the ticket resolution.
- Resolve more complex issues requiring detailed systems and applications knowledge.
- Provide mentoring and guidance to Tier I Support Specialists to increase their technical knowledge and customer service skills.
- Work closely with each Tier II Support Specialist and the analyst teams to identify any issues occurring or potential customer service enhancements .
- Know the intricacies and features of each Wireless Assist client’s procurement information.
- Identify and recommend new technology solutions that can be implemented within the department.
- Stay current with IT and mobility environments, changes, and updates.
- Perform other duties and responsibilities as assigned by other team members.
- Potential to work in office as requested.
QUALIFICATIONS: - Bachelor’s degree preferred.
- 5+ years previous wireless device troubleshooting experience with strong customer service skills.
- 2+ years of professional e xperience with Apple, Verizon Wireless and AT&T Wireless required.
- Working experience in Microsoft 365, ServiceNow, InTune, Airwatch and Azure, a plus.
- Must possess a strong sense of urgency and attention to detail.
- Demonstrated ability to prioritize multiple tasks to meet deadlines.
- Demonstrated ability to work independently and interact in a collaborative manner with other team members.
- Ability to navigate online wireless carrier portals.
- Strong critical thinking and problem-solving skills.
- Prior experience providing service desk support to remotely located end users.
- Excellent communication skills both written and verbal along with strong interpersonal skills.
- Must reside in and be authorized to work in the United States for any employer.
- Must be able to read, write and speak English proficiently.
ABOUT TEN4 & OPDECISION Since 1997, Ten4 (previously known as Distributed Computing) has been focused on business communications, specializing in wired and wireless voice and data networks, billing services and nationwide monitoring. From single locations to multi-site, multi-state organizations, Ten4’s goal is to help customers deploy effective, efficient and easy-to-use solutions. Business success depends on communication, and that’s our specialty.
Equal Employment Opportunity Policy Ten4 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Job Tags
Hourly pay, Holiday work, Full time, Work experience placement, Local area, Remote job, Shift work, Weekend work, Monday to Friday,