Technical Support Specialist

Mobility Support Specialist (7 Openings)Start Date: Next Friday, July 17th Notes: Project is live and moving quickly! The team is targeting 7 hires, with a goal of having at least 5 candidates start next Friday. Hiring urgency is extremely high, with leadership emphasizing butts in seats by Friday. Top 2 performers will have the opportunity to transition into a 6 month contract-to-hire model which will flip to a salary of roughly 40k Hiring DetailsInterview Process: ONE AND DONE In-person interviews Friday and Monday at the Cornelius officeHiring Team: Josh will be conducting interviews, with an additional stakeholder involved in the hiring decisionLocation: 9606 Caldwell Commons Circle, Cornelius, NC 28031Schedule: 100% onsite, 5 days per weekShift: 8:00 - 5:00, Monday-FridayProject OverviewThis team is supporting a large-scale migration of approximately 2,400 mobile devices from BlackBerry Enterprise Server (BES) to Microsoft Intune, transitioning users between two Mobile Device Management (MDM) platforms.A key requirement of the project is ensuring zero data loss during device conversion. Every device must be backed up prior to migration, requiring specialists to guide end users through various cloud-based backup solutions, including:Apple iCloudGoogle CloudSamsung CloudOther account-specific backup platformsThe role will involve walking users through:Device backups and migration preparationPassword resets and account recoveryAuthentication and access issuesBasic mobile device troubleshootingBecause of the customer-facing nature of the project, candidates with experience assisting users with password resets, account setup, or technical support are highly preferred.Position SummaryThe Mobility Support Specialist is a customer-facing, entry-level technical support role focused on mobile device support and telecom services. Specialists will support users through device migrations, troubleshoot issues, document activity in the Connect ticketing platform, and deliver a high-quality customer experience throughout the process.The hiring manager has had success with candidates from a variety of backgrounds, including:Mobile phone salesApple Genius BarBest Buy Geek SquadWireless retail environmentsRestaurant or hospitality roles with strong customer service experienceTechnical aptitude is important, but outstanding communication skills and a customer-first mindset are equally critical.Key ResponsibilitiesSupport mobile device migrations from BES to IntuneAssist users with device backups, account setup, and password resetsTroubleshoot smartphones, tablets, email access, mobile applications, and connectivity issuesHandle approximately 20–30 inbound/outbound customer interactions dailyDocument all activity within the Connect ticketing platformProvide excellent customer service and maintain a positive user experience throughout the migration processEscalate issues as needed while ensuring timely resolutionIdeal Candidate ProfileMust Have:Strong customer service and communication skillsExperience supporting smartphones (iOS and Android)Ability to walk users through password resets and account recovery processesStrong documentation and ticket management skillsComfort working in a high-volume, customer-facing environmentReliable transportation and ability to work onsiteNice to Have:Apple Genius Bar experienceBest Buy Geek Squad experienceMobile carrier retail experience (Verizon, AT&T, T-Mobile, etc.)Telecom or help desk support backgroundExperience with mobile device management (MDM) platforms such as Intune