• Lead Technical Service Representative

    Job Locations US-TX-Dallas
    Posted Date 1 week ago(1/11/2019 12:53 PM)
    Job ID
    # of Openings
  • Overview

    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

    • Tier 3 Technical Support via telephone or in person with a commitment to see the job through to completion
    • Work escalations sent to the Wireless Team or as assigned by management
    • Work and close all technical services user tickets within predetermined Service Level Agreements (SLA)
    • Process improvement documentation and the ability to follow-up with internal and external customers to ensure clarity of resolution.
    • Provide device technical support to the wireless team
    • Provide training as needed for technical support issues in person or via web based presentation applications such as WebEx.
    • Monitor Device tools to ensure proper information and procedures are presented in the tools
    • Log customer device/service escalations and provide detailed data to assist with process improvements
    • Develop device troubleshooting guides and provide to customer support group and other corporate departments as needed
    • Further duties as outlined by supervisor
    • Bilingual (Spanish/English)strongly preferred


    Knowledge, Skills, and Abilities

    • Education requirements – High School Diploma, Bachelor’s degree in Business or Engineering preferred
    • Years of experience – Minimum 1 to 3 years customer support experience in the mobile/wireless or cellular industry
    • Technical skills needed/preferred – Wireless technical support, Customer service skills, Microsoft Office including but not limited to Visio, Word, Excel and Power Point, Mobile/Wireless/Cellular Trouble Shooting Skills, Process improvement skills


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