Responsibilities:
- Demonstrate strong communication and customer service skills when remotely supporting users - Effectively manage a queue of 50+ tickets while fulfilling their other daily responsibilities
- Provision mobile devices for new hires and existing employees
- Responsible for dispatching replacement devices for internal users who have submitted requests for broken or faulty devices
- Possess a strong grasp of policy enforcement, while concurrently educating users to comply diligently with established policies
- Respond promptly to escalations for technical support via Slack and email
- Manage the wireless device inventory of our mobile provisioning lab
- Support team in device forecasting, auditing, recycling of used devices, and disposal preparation - Provide training to users on the proper usage and configuration of their mobile devices with a positive attitude and empathy
- Frequently engage in collaborative efforts with support teams to identify and resolve problems and find effective solutions
- Troubleshoot hardware and cellular issues with mobile devices
- Tasked with the administration and maintenance of our company’s wireless carrier accounts
Required Skills:
- 1-2 years experience in a related role, preferably provisioning while supporting a large organization
- 1-2 years experience using various ticketing and queue management software platforms
- 1-2 years experience supporting cellular data and wireless number accounts
- Demonstrate experience in efficiently managing warehouse inventory, stock organization, and optimal storage methods. Proficient in conducting regular audits to ensure accuracy and identify inventory discrepancies.
- Up-to-date proficiency in supporting and troubleshooting iOS and Android mobile devices (e.g., iPhone, iPad) including hardware, software, and staying informed on the latest technology trends.
- Proficient in data intake and analysis using Excel/Google Sheets spreadsheets
- Must be physically able to lift boxes and containers up to 25 lbs