Wireless Support Specialist

2 weeks ago

Baltimore, Maryland, United States Ten4 Full time
Job Overview

Are you experienced in providing support for mobile devices and wireless services? At Ten4, we are seeking a dedicated Help Desk Specialist to join our team. This role is integral to enhancing client satisfaction by delivering exceptional support for wireless technologies.

Position Summary

The Help Desk Support Specialist is responsible for assisting Managed Services Plus clients through an internal ticketing system. This position involves resolving client inquiries, serving as Tier 1 support, and managing key accounts effectively.

Key Responsibilities
  • Monitor and manage the internal customer ticketing system, ensuring timely updates and resolutions.
  • Provide comprehensive support for all Managed Services Plus users, effectively triaging calls, emails, and tickets.
  • Deliver responsive help desk support for mobility-related services during assigned shifts.
  • Open, respond to, track, and close all tickets promptly.
  • Escalate issues as necessary to ensure swift resolution.
  • Assist in the ordering and activation of new service lines, managing upgrades, and modifying features through various carrier portals.
  • Familiarize yourself with each Managed Service Plus account to tailor support to their specific needs.
  • Collaborate with analyst managers to implement best practices discussed in regular review meetings.
  • Participate in quarterly client audit review calls.
  • Work efficiently in a fast-paced environment, demonstrating the ability to think critically and provide solutions.
  • Maintain a professional demeanor while representing Ten4 and its services.
  • Ensure excellent customer service in all interactions with clients.
  • Provide backup support to team members as required.
  • Perform additional duties as assigned.
Qualifications
  • High school diploma or GED required; Associate's or Bachelor's degree preferred.
  • Experience with major wireless carriers is advantageous.
  • Strong customer service orientation and communication skills.
  • Proficient in Microsoft Office, especially Excel.
  • Ability to prioritize tasks and meet deadlines effectively.
  • Demonstrated capability to work independently and collaboratively.
  • Critical thinking and problem-solving skills are essential.
  • Self-motivated with a keen attention to detail.
  • Familiarity with ticketing systems like ZOHO Desk or ServiceNow is a plus.
  • Must be authorized to work in the United States and reside within the continental U.S.
  • Proficiency in reading, writing, and speaking English is required.
About Ten4

Ten4 has been a leader in business communications since 1997, specializing in wired and wireless voice and data networks, billing services, and nationwide monitoring. Our mission is to provide effective and efficient solutions that enhance business communication.

Equal Employment Opportunity

Ten4 is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind.

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