Tech Support Specialist I

Duties and Responsibilities

• Provide Level 1 support for wireless requests received via telephone from 8:00 a.m. to 8:00 p.m. EST.
• Perform troubleshooting, handle device activations and warranty replacements.
• Respond to after-hours callouts as needed.
• Manage standard client order activity and ensure timely completion of orders submitted through the wireless portal.
• Maintain compliance with a 4-hour service level agreement (SLA).
• Ensure optimization plan changes are completed before the next billing cycle for all carriers and assigned clients.
• Maintain ongoing awareness of all company policies related to Data Security (DS) and Personal Information (PI). Perform duties in compliance with these policies and report any suspicious activity immediately.

Key Competencies

• Willingness to learn, dependable, and maintain a positive attitude.
• Strong interpersonal and communication skills.
• Proficiency in Microsoft applications (Excel, Word, Outlook).
• Customer service orientation.
• Effective problem-solving abilities.
• Professional and team-oriented approach.

Performance Measurements

• SLA compliance.
• Average Handle Time (AHT).
• Order accuracy (Error-Free %).
• Call and carrier quality metrics.

Education and Experience

• High school diploma required.

Certifications/Licenses

• None required.