The Lead Technical Service Representative will support the wireless team with expert technical guidance and assist with trouble shooting tier 3 level customer support issues and escalations of mobile/cellular/wireless devices and services/applications. Track, monitor, and provide detailed feedback of calls coming in and being worked. This position will prepare information back to the teams to ensure policies and procedures are written/updated to support the business, ensure the tools provided are working and updated, and continue process improvements.
Essential Duties and Responsibilities
Knowledge, Skills, and Abilities