Help Desk Specialist

4 months ago


Livonia, United States AMI Strategies, Inc. Full time
Job DescriptionJob DescriptionDescription:

Title: Help Desk Specialist (2nd shift, 11:30am-8pm)

FLSA Classification: Non-Exempt



Job Description

Job Purpose: Establish and maintain wireless knowledge and skillset required for taking inbound calls specified for Tier 2 support.

Duties:

I. Maintain a general knowledge of mobile carrier processes and policies including but not limited to the following:

  • Knowledge of contract terms and upgrade eligibility dates
  • Advanced knowledge of how to make/receive calls, text messages, and web browsing on the major device platforms—iOS and Android.
  • Proficiency in the carrier websites to ensure efficiency.
  • Advanced knowledge of carrier plans and costs.
  • Restrictions for warranty replacements and what is needed to process.
  • How to activate devices.
  • Handling appropriate 30-day exchange procedures.

II. Manage email activations and the ability to perform advanced device troubleshooting including, but not limited to the following:

  • Ability for users to make and receive calls, text messages, and data.
  • Power-cycling devices, soft reboots, and device wipes.
  • Engaging carriers for network troubleshooting.
  • Knowledge of aircards and MiFi devices.
  • Responsible for staying up to date on the latest devices and technologies.
  • Email activations will require the ability to walk users through various Mobile Device Management (MDM) platforms.
  • Maintaining proficiency in MDM platforms.


III. Manage daily workflow and ticketing processes:

  • Responsible for information provided in the knowledgebase.
  • Review wiki for any updates/changes daily.
  • Thorough understanding and compliance of supported clients’ policies and procedures.
  • Manage and respond to email in a timely manner.
  • See user’s issues through to the end or escalate through the appropriate channels.
  • Proficiency in all necessary ticketing systems.
  • Ability to create detailed and thorough tickets in line with expectations.
Requirements:

Required education and experience

Proficient with MS Office products (Excel, Office and Word)

Attention to detail

Task and schedule driven.

Ability to work in a team

Communicate with technical and non-technical audiences.

Experience with iOS and Android cellular devices and support of iOS and Android device.

Ability to multi-task and switch between different communication channels quickly and efficiently.

Previous help desk/customer service experience.



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