Customer Support Specialist – Wireless Device Troubleshooting

San Diego, CA 92128

Posted: 05/08/21 Employment Type: Direct Hire Industry or Function: Customer Service Job Number: JM042221-3 Compensation: $42,000.00 - $56,000 annual plus generous benefit package

Job Description

Are you ready to join a cool technology company to help customers with their connectivity? Join our team!

Job Description: 

This Position involves interacting with customers to provide information in response to technical inquiries about products and services in order to fulfill customer needs and ensure customer satisfaction.

Job Duties:

  • Maintain professionalism through email and phone conversations with customers and co-workers
  • Customer/Product qualification to maintain low churn.  Always taking the time to set the proper expectations with the customer
  • Proactively look for ways to help the customer; exceeding expectations.
  • Identify and anticipate the customer’s needs, responding appropriately
  • Troubleshoot issues with customer via email, phone and chat providing step-by-step solutions to resolve customer issues
  • Research and provide order information to customers when needed
  • Spot and report customer requests by submitting JIRA tickets
  • Collect and analyze customer product or service needs, offering detailed reports to management
  • Create and maintain detailed customer interactions in Zendesk Ticketing Tool
  • Manage Client Entries in Sales Force, WAVE Portal, and LITMOS
  • Submit offline registration emails.  
  • Other duties as assigned.

Job Requirements:

  • Minimum four (4) years college courses preferred not required.
  • Must possess at least six (6) years of direct Customer Service experience
  • Proven experience in technical customer support - wireless highly desired.
  • Proven knowledge and experience of cellular networks and  mobile operating systems (iOS, Android, Windows)
  • Analytical and process-orientated mindset
  • Ability to troubleshoot and test technical equipment
  • Must be proactive, taking initiative and working in a collaborative team environment
  • Must have strong critical thinking skills
  • Excellent verbal and written communication skills
  • Ability to use sound judgement when representing the company
  • Foster a professional attitude and demonstrate integrity and flexibility
  • Process owner/ process driven
  • Detailed and discipline
  • Very proactive (has a “can do” attitude)

 

Benefits:

Comprehensive health benefit package for eligible employees and their dependents. 

  • Medical – HMO and PPO plans
  • Dental – HMO and PPO plans
  • Vision – Vision Plan
  • Life and Disability – Life and AD&D, Short Term Disability, Long Term Disability
  • Voluntary Options – Supplemental Life and AD&D
  • Additional Benefits – FSA, HSA, EAP, TAP
  • Health Club
  • Retirement Benefits

Meet Your Recruiter

Zoe Papike

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