Wireless Helpdesk Technician
We are looking for a Wireless Helpdesk Technician who will provide expert support to end-users (via phone, email and web portal) for issues related to wireless equipment, services, plans and features for but not limited to AT&T, Sprint, T-Mobile, and Verizon Wireless. Reporting directly to the Manager of Support Services the ideal candidate will have strong experience in troubleshooting and resolving customer challenges.
If you have a passion for helping users and are looking to be a key player in a fast-growing, innovative company, this role is for you.
We’d love to find someone who can:
Provide first-level support to end-users, including taking calls, logging tickets in our software systems and liaise between the user and the wireless provider.
Provides technical and non- technical support to resolve wireless carrier activation, configuration, and usability questions.
Answer operational questions as it pertains to software configuration and provide a solution or refer questions to the appropriate contact for resolution.
Assist end-users in navigating the software and ordering equipment through the ticketing portal.
Handle the helpdesk queue and escalations for priority users and provides timely resolutions.
Compose instructional documentation and knowledgebase articles for internal use.
Identify and research recurring helpdesk trends to prevent further and repeat issues.
Capture relevant customer information to ensure that case information is documented and that adequate follow up will be delivered to the customer.
It would be awesome if you have:
At least 3 years of experience supporting enterprise application and user requests.
Previous experience with Customer Relationship Management (CRM) systems and helpdesk ticketing software.
Mobility lifecycle experience required with Mobile Device Management (MDM) platforms such as:
We’d love to find someone who has:
An associate degree or BA/BS in Computer Science or similar.
Knowledge of commonly used tech support concepts, practices, and procedures.
Strong background in business and enterprise wireless carrier products/services.
Strong communication skills that are support and customer service oriented.
Strong organization and documentation skills.
Salary & benefits to commensurate with experience and achievement
Training opportunities and a highly collaborative environment
To apply please send us an e-mail with your resume and cover letter.
vMOX provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.