Sr. Technical Support Specialist

RAB Aggregator, LLC•Westerville, TX

10h•$21 - $24•Hybrid

About The Position

The Senior Technical Support Specialist I is responsible for providing comprehensive Level One support, including assisting with Coach Call Queue and Teams Chat, handling end-user escalations, and managing specialized order support. This role involves high-profile client management and may require after-hours call support. The Specialist will also provide backup to the Technical Support Team for wireless requests, manage complex optimization plan changes, and implement process improvements. Amplix is a leading technology advisory firm that helps organizations accelerate business transformation through innovative technology. With 3,500+ customers nationwide, we deliver increased speed to value and reduced risk across the full IT ecosystem — from CX, IT infrastructure, cloud, and security to mobility and beyond. Through thousands of advisory engagements, we’ve influenced and optimized hundreds of millions of dollars in IT spend, helping clients build flexible, scalable, and resilient technology solutions that give them a strategic advantage. Joining Amplix means becoming part of a team that’s shaping the future of IT advisory. Here, you’ll have the opportunity to make an impact at scale, grow your career, and be part of a company that values your individual goals as much as our collective mission. Headquartered in Norwood, MA, with offices and remote employees across the country, Amplix is a national company with a close-knit culture. Our people share a common set of values and a passion for helping clients, partners, and each other succeed.

Requirements

High school diploma
Must meet minimum requirement of 4 out of 5 for eligibility
6 months of employment (Manager exceptions could apply)
Maintaining average soft skill over last 6 consecutive months
Maintaining average error free targets over last 6 consecutive month

Responsibilities

Coach Call Queue Support/Assistance
Coach Teams Chat Support
Handle end-user escalations within team
Specialized Order Support
High profile client management
After hours call out could be expected
Provide back up support to Technical Support Team for wireless requests that come in via telephone daily from 8:00 a.m. to 8:00 p.m. EST. (client calls)
Management of complex optimization plan changes are completed before the next bill cycle for all carriers for each client as assigned.
Process Improvements implementation, documentation and support
Maintain a current and continuing awareness of all Company policies related to Data Security (DS) and the protection of Personal Information (PI). Perform all job duties in a manner that complies with those policies. Report any suspicious activity as it relates to DS and/or PI to Management as soon as it is uncovered or suspected.
Client onboarding
Learning and development of level 2 skills for growth