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Bilingual TAC Engineer

5 months ago

Plano, United States Repeat Consultants Full time
Job DescriptionJob DescriptionJob Title: Bilingual TAC EngineerJob Location: Plano, TX 75023Openings: 10
3 Must Haves:
-Tier 1 / Tier 2 troubleshooting skills (including customer service skills including answering phone calls)
- Bachelor of Science in Engineering/Mathematics
- Willing to work shift work 24X7X365

3 Preferred:
-4G and 5G wireless knowledge and experience
- Effectively manage all aspects of a customer Severity 1 &2 outage/tickets from start to finish
-Trouble ticket management
Position Summary:
• Effectively communicate orally internally and externally
• Effectively manage all aspects of a customer Severity 1 &2 outage/tickets from start to finish keeping peers and Samsung management informed of event status
• Professionally answer customer phone calls
• Develop a method to effectively manage the trouble ticket process for Severity 3&4 tickets including completion by due date, follow up, and status to the customer
• Ability to provide high customer satisfaction related to issue resolution
• Must have 3G and 4G wireless knowledge and experience
• Very strong troubleshooting skills
• Must be process driven
• Must be willing to work shift work 24X7X365
• Must be willing to be on call 7X24X365
• Very good customer skills

Experience:
• 3+ years in a Tier 1/2 support in a major Telecommunications provider
• Experienced in technical trouble shooting process
• Experience managing third party vendors
• Experience as a telecommunications vendor is a plus
• Knowledge of wireless networks
• Ability to drive issues to resolution, while maintaining professionalism in all communications with both internal and external contacts - this included multitasking and driving issues to resolution

Educational Requirements:
• Excellent verbal and written communication
• Ability to work with internal and external teams
• Good trouble shooting skills
• All candidates are expected to be self-motivated, strong individual contributors
• Applicant must have self-confidence skills
• Excellent Microsoft Office Skills
• Bachelor’s degree or equivalent experience
• Experience CDMA 1xRTT and EVDO (3G), LTE (4G), and 5G