This is a Fully Remote Job
About Our Client:
The organization operates as a technology advisory firm that supports business transformation through innovative technology solutions. Serving over 3,500 customers nationwide, it addresses challenges in IT ecosystems including customer experience, infrastructure, cloud services, security, and mobility. By advising on IT investments, the program helps clients develop adaptable and resilient technology strategies that provide competitive advantages.
About the Opportunity:
The TECHNICAL SUPPORT SPECIALIST I role focuses on delivering responsive phone support for wireless service requests, ensuring timely troubleshooting, device activations, and warranty management. This position contributes to maintaining service quality by meeting a 4-hour service level agreement for client orders, supporting process improvements, and upholding data security standards. The role is essential to sustaining customer satisfaction and operational efficiency within the support team.
Responsibilities:
Respond to wireless support requests via phone from 8:00 a.m. to 8:00 p.m. EST
Assist with troubleshooting, mobile device management support, activations, and warranty replacements
Be available for after-hours call out support as needed
Collaborate with senior technical support staff to complete client orders within a 4-hour SLA
Identify, document, and implement at least one measurable process improvement annually
Manage inventory requests
Complete optimization plan changes before the next billing cycle for assigned clients
Adhere to data security and personal information policies
Promptly report any suspicious activities related to data security or personal information
Requirements:
High school diploma
Preferred but not required: previous customer service experience
Strong interpersonal, communication, and time management skills
Customer service orientation with active listening and troubleshooting abilities
Proficient computer skills including Microsoft Office Suite, SharePoint, and Excel
Pay Range and Compensation Package:
Compensation range for this position is $19.00 to $20.00 USD, subject to factors such as location, experience, and skills
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.