Service Desk Specialist – Mobile Support

Summary: Customer Support Representative for Mobile provides day-to-day operational support via inbound calls and web support via live chats, emails, Service Now Tickets and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing “white glove” customer service and satisfaction. Responsibilities:

• Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
• Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
• Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.
• Meet and improve schedule guidelines (log in, breaks, avail and on call handling time etc.)
• Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
• Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
• Utilize resources to manage transactions, escalating issues appropriately.
• Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
• Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations.
• Display professional, positive, and courteous phone etiquette.
• Resolve caller's issues accurately and efficiently to minimize callbacks.
• Understand and proactively addresses user's concerns, identifying the root of the issue.

Skills & Qualifications:

• Excellent Verbal/Written Communication and Customer Support Skills.
• > 12 months’ customer service experience required.
• Wireless/Telecom experience and general understanding of Android and iOS phones preferred.
• Must be ready to work during regular US business hours.
• Above average keyboard skills with a minimum typing speed of 50 words per min at >92% accuracy.
• Knowledge of CRM tools (like ServiceNow) is an added advantage.
• Proficiency in multiple languages is desirable, though not mandatory.

Education: High School diploma is minimum requirement with Excellent Communication skills. Working conditions and requirements:

• Fully Remote – U.S.
• Must have a reliable and fast Wi-Fi (min 30 mbps) connection at home.
• Must be ready to connect via video during training and 1 on 1 discussions.
• Must have a safe, quiet, and suitable work environment at home.
• Must be able to work as per the break/lunch timings allocated by the supervisor

Pay: $18.00 per hour Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

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