- Knowledge of contract terms and upgrade eligibility dates
- Advanced knowledge of how to make/receive calls, text messages, and web browsing on the major device platforms—iOS and Android.
- Proficiency in the carrier websites to ensure efficiency.
- Advanced knowledge of carrier plans and costs.
- Restrictions for warranty replacements and what is needed to process.
- How to activate devices.
- Handling appropriate 30-day exchange procedures.
- Ability for users to make and receive calls, text messages, and data.
- Power-cycling devices, soft reboots, and device wipes.
- Engaging carriers for network troubleshooting.
- Knowledge of aircards and MiFi devices.
- Responsible for staying up to date on the latest devices and technologies.
- Email activations will require the ability to walk users through various Mobile Device Management (MDM) platforms.
- Maintaining proficiency in MDM platforms.
- Responsible for information provided in the knowledgebase.
- Review wiki for any updates/changes daily.
- Thorough understanding and compliance of supported clients' policies and procedures.
- Manage and respond to email in a timely manner.
- See user's issues through to the end or escalate through the appropriate channels.
- Proficiency in all necessary ticketing systems.
- Ability to create detailed and thorough tickets in line with expectations.
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Help Desk Specialist - Livonia, United States - AMI Strategies, Inc.
Description
Job Description
Job DescriptionDescription:Title: Help Desk Specialist (2nd shift, 11:30am-8pm)
FLSA Classification: Non-Exempt
Job Description
Job Purpose: Establish and maintain wireless knowledge and skillset required for taking inbound calls specified for Tier 2 support.
Duties:
I. Maintain a general knowledge of mobile carrier processes and policies including but not limited to the following:
II. Manage email activations and the ability to perform advanced device troubleshooting including, but not limited to the following:
III. Manage daily workflow and ticketing processes:
Required education and experience
Proficient with MS Office products (Excel, Office and Word)
Attention to detail
Task and schedule driven.
Ability to work in a team
Communicate with technical and non-technical audiences.
Experience with iOS and Android cellular devices and support of iOS and Android device.
Ability to multi-task and switch between different communication channels quickly and efficiently.
Previous help desk/customer service experience.