Mobile Device Help Desk

1 month ago

Baltimore, United States Ten4 Full time
Job DescriptionJob DescriptionHave you ever worked for Wireless companies such as Verizon Wireless, AT&T or T-Mobile? Looking to start a career with opportunities for advancement at an employee-friendly company? Do you excel at working remotely but also within a team?

A Help Desk Specialist 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, basic 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.

Working hours are 8 am - 5 pm EASTERN DAYLIGHT TIME and is fully remote. 

This position pays $18 to $20 per hour, depending on experience. 

JOB SUMMARY

The Help Desk Support Specialist provides Managed Services Plus clients with a high level of customer satisfaction and necessary support through an internal ticketing system. This position is responsible for helping resolve client issues and needs, act as a Tier 1 support for client ticketing system and assist with managing key accounts. 
This role keeps the wireless technologies that organizations rely on to do business up to date and running smoothly daily, while providing a positive overall client experience. It is important for the Support Specialist 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: 
  • Monitor, troubleshoot and update the internal customer ticketing system. 
  • Support for all Managed Services Plus users to successfully triage phone calls, emails and tickets.  
  • Provide responsive end user help desk support for mobility related services Monday through Friday during assigned shift.
  • Open, Respond, Track and Close all tickets in a timely manner. 
  • Escalate a ticket issue when appropriate.  
  • Assist with ordering and activating new lines of service, suspending lines of service, administrator upgrades or replacement devices, add or remove features through the AT&T, Verizon, Sprint, etc. Premier Portals. 
  • Learn each Managed Service Plus account to properly support their needs and goals. 
  • Work closely with the Managed Services Plus analyst managers to provide best practices discussed on monthly review calls. 
  • Attend one client audit review call per quarter. 
  • Ability to work in a fast-paced call center. 
  • Ability to think on your feet to provide solutions to incident and other troubleshooting tickets. 
  • Always accurately represent OpDecision and services in a professional manner. 
  • Provide excellent customer service in all aspects of the relationship to our clients. 
  • Provide backup support to team members as needed. 
  • Perform other duties and responsibilities as assigned.  
 EDUCATION AND EXPERIENCE:  
  • High school diploma or general education degree (GED) required, Associates or Bachelors Degree preferred. 
  • Experience with Verizon Wireless and AT&T Wireless a plus.
  • Must be customer-service oriented. 
  • Strong communication skills with ability to follow up clearly and effectively with others over the phone and email.  
  • Must possess a strong sense of urgency and attention to detail. 
  • Understanding of Microsoft Office, particularly Excel.
  • Demonstrated ability to prioritize multiple tasks to meet deadlines. 
  • Demonstrated ability to work independently and interact in a collaborative manner with other team members. 
  • Strong critical thinking and problem solving skills required.  
  • Exhibits self-motivation, the ability to multitask and pay close attention to small details. 
  • Experience working in ZOHO Desk, ServiceNow or other ticketing based solutions a plus. 
  • Occasional travel as needed.
  • Must be authorized to work in the United States for any employer.
  • Must live in the continental United States.
  • 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.
 

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