Device Support Specialist

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversees a moderate volume of both inbound and outbound calls, delivering a supportive and positive customer service experience.

• Diligently records call details, dispatches, and messages with support from team members.

• Works collaboratively with experienced team members to research, examine, and respond to technical issues and complaints promptly and efficiently.

• Addresses fundamental technology-related inquiries and seeks assistance to appropriately direct calls and issues to the relevant departments or service representatives.

• Aids clients and customers in comprehending technology and provides guided troubleshooting for existing technical problems to ensure proper functionality.

• Contributes to the distribution of service requests and the resolution of basic technical issues under the supervision of more experienced team members.

• Learns and adheres to individual phone queue metrics, service level agreements, quality scores, and schedule compliance.

• Follows established company and departmental processes and procedures with the necessary support and guidance.

• Gains knowledge and educates clients on the functionality and capabilities of their technology with the help of experienced team members.

• Engages in other projects or responsibilities as assigned.

⛳️ Requirements

• High School Diploma is a must.

• Ability to communicate clearly and effectively, both verbally and in writing.

• Active listening skills to comprehend customer inquiries and concerns.

• Clear explanation of technical information to non-technical audiences.

• Understanding of fundamental customer service principles.

• Patience and empathy when addressing customer inquiries and concerns.

• Ability to maintain a positive and supportive demeanor.

• Basic skills in recording and documenting call details, messages, and dispatches.

• Attention to detail to ensure accurate and comprehensive documentation.

• Familiarity with basic technology concepts and devices.

• Capability to troubleshoot and resolve simple technical issues with guidance.

• Ability to work collaboratively within a team environment.

• Willingness to seek guidance and learn from more experienced colleagues.

• Basic problem-solving skills to tackle straightforward technical issues.

• Ability to research, investigate, and respond to inquiries promptly.

• Basic time management skills to manage call volume, adhere to schedules, and meet service level agreements.

• Ability to adapt to evolving responsibilities and tasks as skills develop.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Employer Paid Basic Life Insurance and AD&D.

• Voluntary Life Insurance (Employee/Spouse/Child).

• Health Care and Dependent Care Flexible Spending Accounts.

• Pre-Tax and Post-Tax Commuter and Parking Benefits.

• 401(k) Retirement Savings Plan with Company Match.

• Paid Time Off.

• Paid Parental Leave.

• Short-Term and Long-Term Disability.

• Tuition Reimbursement.

• Employee Discounts (retail, hotel, food, restaurants, car rental, and much more!).