Device Support Specialist

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

📋 Description

• Address technical challenges and provide assistance to clients and customers.

• Handle incoming and outgoing phone calls, emails, help desk tickets, reports, and maintenance alerts from devices.

• Ensure a supportive and positive experience in customer service.

• Meticulously document details of calls, dispatches, and messages.

• Work alongside experienced colleagues to research, investigate, and resolve technical issues and complaints.

• Respond to basic technology-related inquiries and direct calls and issues to appropriate departments or service representatives.

• Aid clients and customers in comprehending technology and offer guided troubleshooting.

• Help in the allocation of service requests and the resolution of straightforward technical problems.

• Learn and comply with phone queue metrics, service level agreements, quality standards, and schedule adherence.

• Follow established company and departmental protocols and procedures.

• Educate clients on the features and capabilities of their technology.

• Engage in additional projects or responsibilities as assigned.

⛳️ Requirements

• High School Diploma is mandatory.

• Strong verbal and written communication skills.

• Active listening abilities to grasp customer inquiries and concerns.

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

• Familiarity with fundamental customer service principles.

• Patience and empathy in responding to customer queries and issues.

• Capability to maintain a positive and supportive demeanor.

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

• Attention to detail to ensure precise and thorough documentation.

• Understanding of basic technology concepts and devices.

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

• Competence in collaborating with team members.

• Willingness to seek assistance and learn from more knowledgeable colleagues.

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

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

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

• Adaptability to evolving responsibilities and tasks as skills progress.

🏝️ 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!).

• Reasonable accommodations for qualified individuals with disabilities.