Tier I Technician

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

📋 Description

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

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

• Generate and manage tickets in ServiceNow, ensuring thorough documentation of problems and solutions.

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

• Support mobile device activation and initial setup for first-time users.

• Assist users in placing orders via their self-service mobility portals.

• Address inbound calls, chats, and voicemails in a high-volume contact center setting.

• Uphold quality assurance and service performance benchmarks.

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

• Participate in cross-training for additional responsibilities within the Contact Center team as needed.

⛳️ Requirements

• High school diploma or its equivalent.

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

• Experience with mobile devices or working alongside mobile carriers like Verizon, AT&T, or T-Mobile preferred.

• Excellent verbal communication and problem-solving abilities.

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

• Strong attention to detail and documentation proficiency.

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

• Proficient with computers and general technology platforms.

• Ability to multitask and handle multiple support requests simultaneously.

• Reliable attendance and flexible scheduling.

• Willingness to work overtime when necessary.

• CompTIA A+ certification or equivalent technical certification preferred.

• Familiarity with ServiceNow or other IT ticketing systems preferred.

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

• Experience with Active Directory / AD Manager preferred.

• Proficiency in Microsoft Office preferred.

• Typing speed of 40+ words per minute preferred.

• Ability to work independently with minimal supervision preferred.

• Must be a U.S. Citizen.

• Weekend shifts (Saturday/Sunday) may be necessary.

• Selected applicants may undergo 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.

• Internal career advancement opportunities.

• Generous 401(k) matching.

• Life and disability insurance.

• Financial wellness resources.

• Annual awards.

• Service anniversaries.

• Referral bonuses.

• Peer-to-peer recognition.

• Healthcare coverage.

• Wellness programs.

• Flu shots.

• Biometric screenings.