Mobility Support Associate

Overview

As a Mobility Support Associate, you will be responsible for providing support to business customers via e-mail and, web portal, engagements received through a ticketing system.  You will provide immediate customer support by resolving issues regarding the provisioning, and billing of the customer’s mobility program and ensure service outages are quickly resolved through minimal phone interaction.  This position is a great opportunity for someone who displays strong written and verbal communication, superior customer engagement and technical support experience. 

You’ll Receive

·               Competitive salary

·               Excellent Paid Training – 2 weeks

·               Health Insurance (Medical, Dental Vision, 401K Savings)

·               A work environment that is never boring

·               Rewards and recognition as you become a trail blazer in the wireless mobility support profession

·               Potential for Global advancement opportunities

·               The opportunity to make someone’s day, every day

Knowledge, Skills and Abilities You’ll Need to Succeed

·               Ability to handle and carefully respond to customer inquiries through email, web portal and phone

·               Ability to display courtesy and etiquette in every written and phone interaction

·               Proven outstanding written communication skills

·               Must demonstrate excellent customer service through active listening skills

·               Ability to resolve issues on the first interaction with the customer

·               Demonstrated ability to perform at a high level, to support the high volume of ticketed escalations 

·               Ability to multi-task showcased through the use of several applications, research tools, multiple screens and programs

·               Ability to handle challenging situations with a difficult customer

·               Proven knowledge of basic PC keyboarding; basic Microsoft Office (Outlook, Word, Excel)

·               Ability to type 40 wpm

·               Ability to follow direction and accept coaching

·               Other duties as assigned

Technical

·               Must be able to troubleshoot and resolve technical problems as it relates to wireless and internet services

·               Must be able to articulate in written step-by-step technical resolution to business customers in a professional organized manner

·               Must have a basic understanding of mobility wireless technical business acumen

Other Things We Look For

·               Logical problem solving skills

·               Strong computer navigational skills

·               Customer first focus with the ability to develop strong professional rapport via email communication

·               Self-motivated and upbeat

·               Desire to work in a team environment achieving personal and professional team goals

·               Strong work ethic/desire to excel/proven reliability

·               Motivated by quality and integrity

·               Must be able to pass a background check and drug screen

Must Haves

·               High School Diploma/GED (Associates Degree preferred)

·               Minimum of five years proven customer interaction or customer support experience strongly required, either by email, chat, phone or face to face – with heavy focus on technical support

·               Or a minimum of three years proven customer interaction or technical support experience plus Associates Degree

·               Excellent verbal and written communication skills; proficient reading skills required

·               Basic Mobility Wireless Technology experience a strong plus

·               Comfort with desktop computer systems required

·               Proven oral and written communication skills      

This description portrays in general terms the type and levels of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent. Management reserves the right to make amendments to said job description at any time.

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