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Customer Service - HelpDesk Support - Wireless Solutions |
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Job Description POSITION LOCATED IN OUR NASHVILLE OFFICE! Working as a team member, interface with customers and end users to provide end-to-end support for ordering, provisioning, initial setup, troubleshooting and resolution of wireless services for cell phones, PDA's and Blackberries. Coordinate with internal resources and external vendors to resolve wireless service issues to achieve high levels of customer satisfaction. - Provide tier 1 and 2 phone troubleshooting support for cellular devices. - Provide tier 1 and 2 phone desktop support for Blackberries and PDA's as required. - Use in-house systems and web based applications for order provisioning and order tracking. - Submit orders for wireless devices and services with appropriate telecommunication carriers in electronic or email format. - Coordinate with carriers and 3rd party vendors as necessary for status of orders and/or technical support. - Receive and track customer incidents to resolution. - Provide end users with order status or trouble ticket status as requested. - Monitor internal metrics to ensure compliance with delivery SLA's. - Provide SLA reports as requested for management. REQUIRED SKILLS: - Ability to aggressively escalate and coordinate internal and external resources to resolve customer issues to satisfaction andat times with a sense of urgency. - Ability to exercise tact and poise to deal effectively with a wide variety of people, including other employees, outside vendors and the public. - Ability to work in a fast-paced environment. - Demonstrate the ability to quickly learn new systems and technologies. - Strong interpersonal skills with a strong customer focus. - Strong written and verbal communication skills. - High energy, results oriented and customer focused. - Ability to provide resolution with a high level of confidentiality a must! - Confident in applying independent judgment based upon knowledge gained through experience. - Minimum of 1-3 years of previous experience in Call Center or HelpDesk position, preferably in wireless telecommunications or IT industry. - Requires a working knowledge of MS Office applications, specifically Word, Excel and Access. - Understanding of wireless technologies, specifically ordering, provisioning, troubleshooting and change management for cell phones, PDA's and Blackberries. - Knowledge of wireless carrier operations or previous customer service in wireless carrier industry. - Proficiency in keyboarding, automated systems, internet and email. - Technical IT experience preferred. This is a growth-oriented position with an opportunity for advancement in a work hard, play hard company in the IT and Telecommunications industry!
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