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Investigates and
resolves wireless data device and network problems of customers:
Receives support requests via telephone e-mail from customers having
problems using their cellular phone and/or wireless data product or
service or inquiring how to use specific device or application.
Talks to customer to learn procedures followed and source of error.
Answers questions, applying knowledge of the application, network,
device and procedures. Asks user with problem to assist in
troubleshooting or diagnostic procedures. Determines source of the
problem using prescribed methods and tools. Documents all
interactions relating to a problem. |
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Responsibilities |
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- Diagnose and resolve
cellular technical issues with emphasis on Customer Service.
- Maintain accurate
customer records & process changes
- Supports a growing
number of wireless/data products, and continuously demonstrates proficiency
in product knowledge and call handling skills
- Acts as a liaison
between the customer and Network or Vendor personnel to help resolve
escalated customer issues
- Assume other tasks or
projects as requested by management
Business Partnership
- Excellent communication
and customer service skills and the ability to maintain these in a high
pressure environment
- Achieves individual
performance goals targeted by the organization.
People Management
- Ability to interface
effectively with customers, network and other departments on technical
issues
- Actively participate in
HR performance measurement processes
- Demonstrate ability to
work in team environment and help resolve issues
Knowledge
Sharing / Management
- Attend training on
knowledge management processes and tools
- Maintain support
documentation in a well organized / easy to access document management
system
- Proactively support
knowledge sharing by participating in communication processes
- Analyze current
procedures, in order to effectively introduce process improvements when
necessary
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- Ability to understand and
communicate complex and technical information clearly and
concisely, adjusting language and terminology to the needs of
the customer (internal and external) in a professional manner.
- High School diploma or GED
required; College Degree and 2 years relevant work experience
preferred
- Minimum of 9 months customer
contact experience or 6 months experience at a technical
helpdesk preferred
- Understanding of wireless
products and services such as wireless modem card, Blackberry,
tethered data connections, PDAs (Palm, Pocket PC and IPAQ),
telemetry solutions, Brew applications, PTT and picture
messaging
- Ability to demonstrate strong
aptitude and knowledge of personal computer hardware/software
- Possesses a fundamental
understanding of Internet connectivity, networking terminology,
web (HTTP) and e-mail (POP/SMTP) protocols
- Proficient in Microsoft Office,
working knowledge of Windows 98, ME, NT, XP operating systems
and e-mail systems such as Exchange, Notes or Groupwise
- Experience working with Remedy
trouble ticket system preferred.
- Ability to diagnose,
troubleshoot and resolve complex data/cellular issues
- Strong interpersonal skills,
organization and time-management skills
- Self-motivated, creative,
flexible, willing to take initiative, be accountable, and able
to effectively handle multiple tasks
- Available to work varying shifts
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