Telecommunications Support Specialist

Summary: The Telecommunications Support Service Specialist will respond to inbound calls, chats, and email inquiries from users who need support on their corporate wireless devices. The position will require accurate processing and responding to inbound tickets, calls, chats, and email inquiries from users who need help ordering or making updates to their wireless device and service. The role will also be responsible for timely processing of tickets including but not limited to activations, transfers, ports, deactivations, and service changes for carriers through our internal CRM tool with the goal of first call resolution and meeting Service Level Agreements. This is a remote opportunity, however this person will be required to work Monday through Friday 11 am to 8 pm EST Essential Functions: Provide technical assistance and support for incoming queries and issues related to mobile devices. Resolve and/or refers more complex technical issues through a defined escalation process. Provide first-level support to end-users, including taking calls, logging tickets in our software systems and liaise between the user and the wireless provider. Follow all standard operating procedures regarding the vMOX ordering process. Navigate the vMOX portal, walking users through the process of ordering devices and informing them of system functionality and features. Process queued tickets including device replacements, reassignments, cancellation, and reverse logistics requests. Process all types of order and ticket requests with accuracy in a first in-first out processing model. Provide general assistance and support for incoming requests through orders & tickets related to mobile devices. Transfers and/or refers more complex technical issues through a defined escalation process. Create all orders and tickets with accuracy and route to the appropriate channel for the most efficient processing. Provide exceptional customer experience on every customer communication.Qualifications : Minimum of one years’ experience working in an order processing or customer support environment. Impeccable customer service skills. Previous experience with customer-facing, technical support procedures and ticketing software. Ability to type 65 WPM. Ability to exercise high level of integrity and confidentiality when assisting with customer’s recycled devices. Preferred experience required with the following platforms: Carrier Management tools such as: Verizon Portal, AT&T Premier Portal, Sprint, T-Mobile Dealer Direct, logistical Platforms such as UPS, FedEx and USPS. Broad knowledge of wireless devices and services. Excellent communication including written, verbal and presentation skills. Strong background in problem solving and troubleshooting.Location: 100% remote in the comfort of your most effective environment Job Type: Full-time Pay: $17.00 - $18.00 per hour Application Question(s): Are you available to work Mon-Fri 11:00 am -8:00 pm EST? What is your expected pay rate for this role? Work Location: Remote