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Technical Support Specialist
2 months ago
Position: Help Desk Specialist (2nd shift, 11:30am-8pm)
Classification: Non-Exempt
Role Summary:The Help Desk Specialist is responsible for establishing and maintaining the expertise required for managing inbound inquiries designated for Tier 2 assistance.
Key Responsibilities:I. Knowledge Maintenance:
- Understand mobile carrier protocols and policies, including contract terms and upgrade eligibility.
- Demonstrate advanced proficiency in making and receiving calls, sending texts, and browsing the web on major platforms—iOS and Android.
- Utilize carrier websites effectively to enhance operational efficiency.
- Comprehend carrier plans and associated costs.
- Recognize warranty replacement restrictions and processing requirements.
- Facilitate device activations.
- Manage 30-day exchange procedures appropriately.
II. Email Activations and Troubleshooting:
- Assist users in making and receiving calls, sending texts, and accessing data.
- Perform power cycles, soft reboots, and device wipes as necessary.
- Engage with carriers for network-related troubleshooting.
- Maintain knowledge of aircards and MiFi devices.
- Stay informed about the latest devices and technological advancements.
- Guide users through various Mobile Device Management (MDM) platforms for email activations.
- Ensure proficiency in MDM platforms.
III. Workflow and Ticket Management:
- Oversee the accuracy of information in the knowledgebase.
- Review updates and changes in the wiki on a daily basis.
- Understand and comply with the policies and procedures of supported clients.
- Respond to emails promptly and manage daily workflow efficiently.
- Ensure user issues are resolved or escalated through appropriate channels.
- Demonstrate proficiency in all required ticketing systems.
- Create detailed and comprehensive tickets that meet expectations.
Essential Skills and Experience:
- Proficient in MS Office Suite (Excel, Word, Office).
- Strong attention to detail.
- Ability to manage tasks and schedules effectively.
- Collaborative team player.
- Capable of communicating with both technical and non-technical audiences.
- Experience with iOS and Android devices and their support.
- Adept at multitasking and switching between various communication channels efficiently.
- Prior experience in help desk or customer service roles.
