Investigates and resolves wireless data device and network problems of customers: Receives support requests via telephone e-mail from customers having problems using their cellular phone and/or wireless data product or service or inquiring how to use specific device or application. Talks to customer to learn procedures followed and source of error. Answers questions, applying knowledge of the application, network, device and procedures. Asks user with problem to assist in troubleshooting or diagnostic procedures. Determines source of the problem using prescribed methods and tools. Documents all interactions relating to a problem.

Responsibilities:

• Diagnose and resolve cellular technical issues with emphasis on Customer Service.
• Maintain accurate customer records & process changes
• Supports a growing number of wireless/data products, and continuously demonstrates proficiency in product knowledge and call handling skills
• Acts as a liaison between the customer and Network or Vendor personnel to help resolve escalated customer issues
• Assume other tasks or projects as requested by management

• Excellent communication and customer service skills and the ability to maintain these in a high pressure environment
• Achieves individual performance goals targeted by the organization.

• Ability to interface effectively with customers, network and other departments on technical issues
• Actively participate in HR performance measurement processes
• Demonstrate ability to work in team environment and help resolve issues

• Attend training on knowledge management processes and tools
• Maintain support documentation in a well organized / easy to access document management system
• Proactively support knowledge sharing by participating in communication processes
• Analyze current procedures, in order to effectively introduce process improvements when necessary

Qualifications:

• Ability to understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) in a professional manner.
• High School diploma or GED required; College Degree and 2 years relevant work experience preferred
• Minimum of 9 months customer contact experience or 6 months experience at a technical helpdesk preferred
• Understanding of wireless products and services such as wireless modem card, Blackberry, tethered data connections, PDAs (Palm, Pocket PC and IPAQ), telemetry solutions, Brew applications, PTT and picture messaging
• Ability to demonstrate strong aptitude and knowledge of personal computer hardware/software
• Possesses a fundamental understanding of Internet connectivity, networking terminology, web (HTTP) and e-mail (POP/SMTP) protocols
• Proficient in Microsoft Office, working knowledge of Windows 98, ME, NT, XP operating systems and e-mail systems such as Exchange, Notes or Groupwise
• Experience working with Remedy trouble ticket system preferred.
• Ability to diagnose, troubleshoot and resolve complex data/cellular issues
• Strong interpersonal skills, organization and time-management skills
• Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks
• Available to work varying shifts