Mobility Specialist

TEKsystems•West Palm Beach, FL

2d•$18 - $30•Onsite

About The Position

The purpose of this classification is to perform technical work functions associated with supporting of cellular equipment and proper ticket resolutions to ensure user satisfaction. Duties include following established processes for the assignment, support and administration for all cellular equipment. Work is performed under administrative direction with latitude for exercising initiative and independent judgement. Work is reviewed through observation, evaluation of tasks completed, and results achieved. The following duties are normally performed by this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. • The most important and essential job function is dependability and includes the following: regular attendance, working as a team member, functioning under intense time pressure, and the ability to work day, afternoon, night and rotating shifts, including weekends and holidays, at any location, according to agency needs. • Serves the public and fellow employees with professionalism, integrity, respect, and fairness in full accord with the letter and spirit of the Guiding Principles. • Supports customers by phone, email or walkup • Performs OS updates to smartphone and other cellular devices • Performs configuration setups on new cellular installations and works with users to answer any questions regarding the functionality of the device • Provides education, training, information and assistance to users and other members in Information Technology • For cellular equipment assignments, assures that current and new records are kept up to date. Any record requiring correction will be completed to assure accurate data • Creates, updates, resolves support tickets in queue. Will escalate support tickets that will require additional time or expertise that may be required to resolve an issue. • Provides cellular reports to management • Communicates with management regarding any problems, major incidents or reported outages. ADDITIONAL FUNCTIONS • Provides assistance or coverage to other employees as needed. • Performs other related duties as required.

Requirements

High school diploma or GED; supplemented by college level coursework or vocational/technical training in computer science, repair, operations or related field; supplemented by two (2) years previous experience and/or training involving customer service, call center support, application software, related hardware peripherals, ticketing system work documentation and/or related service desk work. Alternatively, any equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities for the job.
Must successfully complete a background investigation including polygraph or voice stress test.
Mandatory pre-employment physical and drug screening tests are required.
Must possess and maintain a valid Florida driver’s license (Class “E”).
8-5 need to be available after hours as well.
Experience working with Cellular Carriers such as, AT&T, Verizon and T-Mobile
Experience with Carrier Support Portals
Outstanding customer service skills
Excellent technical, problem solving, and analytical skills
Exceptional organizational skills
Strong written and oral communication skills
Proficient in Microsoft Office
Work well in team environment
Ability to work 40 hours a week that could include some weekends and holidays
Open to Overtime

Nice To Haves

A+ Certification
Apple Certified Macintosh Technician (ACMT)
Apple Certified iOS Technician (ACIT)
Experience repairing electronics, smartphones, PC/MACs, and game consoles
Technical degree or certification in Electronics or Consumer Electronics
Previous experience working support at one of the cellular carriers’ box outlets

Responsibilities

Supports customers by phone, email or walkup
Performs OS updates to smartphone and other cellular devices
Performs configuration setups on new cellular installations and works with users to answer any questions regarding the functionality of the device
Provides education, training, information and assistance to users and other members in Information Technology
For cellular equipment assignments, assures that current and new records are kept up to date. Any record requiring correction will be completed to assure accurate data
Creates, updates, resolves support tickets in queue. Will escalate support tickets that will require additional time or expertise that may be required to resolve an issue.
Provides cellular reports to management
Communicates with management regarding any problems, major incidents or reported outages
Provides assistance or coverage to other employees as needed.
Performs other related duties as required.
Diagnose, troubleshoot and repair devices
Provide recommendations for problem resolution
Explain complex technical issues to customers in a non-technical, simple to understand manner
Ensure that all repairs meet or exceed PBSO quality standards
Keeping management updated when problems arise
Greet customers in a friendly manner and maintain a positive work environment
Answer phone calls to the store with a professional, courteous and friendly demeanor
Ensure that customers have an enjoyable experience by providing superior customer service and exceeding customer expectations
Keep track of all devices and inventory while safeguarding all store stock
Utilize IVANTI ticket system to maintain an accurate record of customer information and a real-time status of each repair