Device Support Specialist

Modivcare • Remote, AZ, AZ

3d • Onsite

About The Position

This position is responsible for resolving technical issues and delivering support to clients and customers. The position encompasses managing various communication channels, including inbound and outbound phone calls, emails, help desk tickets, reports, and maintenance signals from devices. The primary focus is on providing exceptional customer service by ensuring a clear understanding of technology and addressing any related questions.

Requirements

• High School Diploma required.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Active listening skills to understand customer inquiries and concerns.
• Clear articulation of technical information to non-technical individuals.
• Understanding of basic customer service principles.
• Patience and empathy in addressing customer queries and concerns.
• Ability to maintain a positive and supportive attitude.
• Basic skills in recording and documenting details of calls, messages, and dispatches.
• Attention to detail to ensure accurate and comprehensive documentation.
• Familiarity with basic technology concepts and devices.
• Ability to troubleshoot and resolve simple technical problems with guidance.
• Ability to work collaboratively with team members.
• Willingness to seek guidance and learn from more experienced colleagues
• Basic problem-solving skills to address straightforward technical issues.
• Ability to research, investigate, and respond to inquiries in a timely manner.
• Basic time management skills to handle call volume, adhere to schedules, and meet service level agreements.
• Ability to handle evolving responsibilities and tasks as skills develop.

Responsibilities

• Manages a moderate volume of inbound and outbound calls, providing a supportive and positive customer service experience.
• Accurately records details of calls, dispatches, and messages, with guidance from team members.
• Collaborates with experienced team members to research, investigate, and respond to technical issues and complaints in a timely and efficient manner.
• Addresses basic technology-related queries and seek guidance to appropriately refer calls and issues to the relevant departments or service representatives.
• Assists clients and customers in understanding technology and provide guided troubleshooting for existing technical issues to ensure proper functionality.
• Contributes to the distribution of service requests and the resolution of straightforward technical issues under the guidance of more experienced team members.
• Learns and adheres to individual phone queue metrics, service level agreements, quality scores, and schedule adherence.
• Follows established company and departmental processes and procedures with support and guidance.
• Learns and educates clients on the functionality and capabilities of their technology with the assistance of experienced team members.
• Participate in other projects or duties as assigned.

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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED