Technical Support Representative GreatCall
GreatCall markets services and applications that help people using mobile devices to stay connected, safe and healthy. We work with partners to create solutions that fulfill these needs, and ensure our products are easy-to-use and backed by high quality customer service. We take these services to market to through a variety of channels. These channels include traditional channels in our core ?connectivity? business, with its flagship product, the Jitterbug cell phone, as well as new channels on non-GreatCall handsets through partnerships with carriers, apps stores, and healthcare companies.
About the Team
The Technical Support Department is dedicated to delivering a superior service experience to each of our customers, whether external or internal. The Customer Service team offers 24/7 service support on a wide range of issues from general billing and financial services to technical support. In alignment with our company?s core values, we strive to achieve this while always keeping quality, controlled growth, and cost saving measures in mind.
About the Job
We?re looking for an individual who can actively respond to a high volume of inbound calls regarding technical support issues from internal and external customers. The Technical Support Representative will provide solutions to efficiently support customers by diagnosing and troubleshooting wireless communications problems in accordance with defined targets and procedures. The candidate must be able to communicate effectively to all internal departments in a professional manner to ensure customers receive timely and quality service.
Respond to a high volume of inbound technical support calls
Resolve technical and porting issues by troubleshooting timely and effectively
Accurately document resolutions and information into client records
Provide relevant information on products and services
Diagnose and document any new problems or trends
Maintain accurate records of problems and resolutions
Create and execute test plans in order to verify application and software functions per design specifications
Submit, troubleshoot, respond to and complete Trouble Tickets
Demonstrate high standards of professionalism and integrity by consistently adhering to the Company?s Policies at all times as a representative of the Company
Perform all other job duties as assigned by leadership and management
Flexibility to work various shifts including evenings, holidays, and weekends
Education: Minimum of High School Diploma
Experience: Minimum of one (1) year of customer service call center experience taking inbound calls
Education: Associate?s Degree in Business or related field.
Experience: Three (3) years of experience within wireless or telecommunications industry. Three (3) years of technical support call center experience. Excellent planning, organizational, and time management skills required, as well as, oral and written communication skills. Candidate must be able to multitask and prioritize workload in a dynamic environment, and be able to work effectively in a team environment to accomplish organizational goals.
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced, dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Carlsbad, CA |