Tier I Technician

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

📋 Description

• Deliver first-level technical support to end users through phone, chat, and email channels.

• Diagnose and resolve issues related to mobile devices, connectivity, and account services.

• Create and manage tickets in ServiceNow, ensuring thorough documentation of issues and their resolutions.

• Handle MACD requests (Moves, Adds, Changes, and Disconnects).

• Assist with the activation and initial setup of mobile devices for first-time users.

• Guide users in placing orders through their self-service mobility portals.

• Respond to incoming calls, chats, and voicemails in a high-volume contact center setting.

• Uphold quality assurance and service performance standards.

• Collaborate with other teams to support overflow tasks and service requests.

• Cross-train on additional responsibilities within the Contact Center team as necessary.

⛳️ Requirements

• High school diploma or equivalent qualification.

• 1–2 years of experience in customer service, technical support, or a contact center environment is preferred.

• Experience with mobile devices or working with mobile carriers (e.g., Verizon, AT&T, T-Mobile) is preferred.

• Strong verbal communication and problem-solving abilities.

• Capability to guide users through troubleshooting steps in a clear and patient manner.

• Excellent attention to detail and documentation capabilities.

• Comfortable working in a fast-paced, high-volume support environment.

• Proficient with computers and general technology platforms.

• Ability to handle multiple support requests simultaneously and effectively.

• Dependable attendance and flexible scheduling.

• Willingness to work overtime when necessary.

• CompTIA A+ certification (or an equivalent technical certification) is preferred.

• Familiarity with ServiceNow or other IT ticketing systems is preferred.

• Knowledge of mobile device management (MDM) tools is preferred.

• Experience with Active Directory / AD Manager is preferred.

• Proficiency in Microsoft Office is preferred.

• Typing speed of 40+ words per minute is preferred.

• Ability to work independently with minimal supervision is preferred.

• Must be a U.S. Citizen.

• Selected applicants may be subject to a government security investigation and must meet eligibility criteria for access to classified information.

🏝️ Benefits

• Virtual health visits.

• Commuter perks.

• Pet insurance.

• Entertainment discounts.

• Annual performance reviews.

• Tuition assistance.

• Opportunities for internal career advancement.

• 401(k) matching.

• Life insurance.

• Disability insurance.

• Financial wellness tools.

• Annual awards.

• Recognition for service anniversaries.

• Referral bonuses.

• Peer-to-peer shoutouts.

• Comprehensive healthcare coverage.

• Wellness programs.

• Flu shots.

• Biometric screenings.