Tech Support Specialist

Duties and Responsibilities

• Provide Level 1 support for wireless requests received via telephone from 8:00 a.m. to 8:00 p.m. EST.
• Perform troubleshooting, handle device activations and warranty replacements.
• Respond to after-hours callouts as needed.
• Manage standard client order activity and ensure timely completion of orders submitted through the wireless portal.
• Maintain compliance with a 4-hour service level agreement (SLA).
• Ensure optimization plan changes are completed before the next billing cycle for all carriers and assigned clients.
• Maintain ongoing awareness of all company policies related to Data Security (DS) and Personal Information (PI). Perform duties in compliance with these policies and report any suspicious activity immediately.

• Willingness to learn, dependable, and maintain a positive attitude.
• Strong interpersonal and communication skills.
• Proficiency in Microsoft applications (Excel, Word, Outlook).
• Customer service orientation.
• Effective problem-solving abilities.
• Professional and team-oriented approach.

• SLA compliance.
• Average Handle Time (AHT).
• Order accuracy (Error-Free %).
• Call and carrier quality metrics.

• High school diploma required.

• None required.