Technical Support Specialist

Job Summary The Technical Support Specialist provides frontline support for telecom products, with a focus on mobile devices. This role requires strong communication skills to interact with senior leadership and CX-level stakeholders, as well as technical proficiency to troubleshoot issues effectively. The specialist will also support incident management, reporting, and on-call rotations to ensure 24/7 coverage when required.Key ResponsibilitiesProvide technical support for telecom products, especially mobile devices.Troubleshoot issues and communicate solutions clearly to CX-level stakeholders and leadership.Utilize ServiceNow for incident management and tracking.Perform data analysis and reporting using MS Excel.Work scheduled hours (7:00 AM – 4:00 PM CST, Monday to Friday).Participate in on-call rotation to provide 24/7 support for escalated incidents (x-matter calls).Collaborate with peers and managers to ensure timely resolution of technical issues.Required Skills & ExperienceBasic technical knowledge of telecom products and mobile devices.Strong communication skills with confidence in engaging senior stakeholders.Prior experience with ServiceNow preferred.Working knowledge of MS Excel.Ability to work independently and in a team environment.Flexibility to support on-call rotations and extended hours when required.Work EnvironmentStandard office and remote support environment.Requires availability during business hours and occasional after-hours support.Fast-paced, customer-focused setting with direct interaction with leadership.