Technical Support Agent

Valor Global•Phoenix, AZ

2d•$23•Onsite

About The Position

Valor Global is a values-driven organization committed to delivering world-class customer experiences through innovation, empathy, and excellence. We partner with leading companies across industries to support their customers with care, precision, and heart. At Valor, we’re more than a service provider—we’re a community that fosters growth, celebrates diversity, and empowers our team members to make a meaningful impact every day. We are seeking a Business Technical Support (BTS) Tech Expert to provide advanced Tier 1 and Tier 2 support for business customers for inbound support. This role focuses on troubleshooting mobile devices, High-Speed Internet (HSI), SIM and eSIM activation, and resolving network connectivity issues. As a BTS Tech Expert, you will combine strong technical skills with exceptional customer support to deliver timely resolutions and ensure a seamless business experience.

Requirements

Proficiency in troubleshooting mobile devices, SIM/eSIM activation, and device provisioning for business accounts.
Strong knowledge of cellular connectivity (LTE/5G), device APN configuration, and related services (VoLTE, hotspot, tethering).
Experience with High-Speed Internet (HSI) equipment including gateways, routers, modems, and Wi-Fi networks.
Ability to diagnose network-related issues, including signal strength, coverage, latency, and throughput.
Familiarity with enterprise tools for device management.
Basic understanding of business device integration with email servers, VPNs, and network authentication.
Proficiency with ticketing and case management systems.
Strong customer service skills with a focus on empathy, clear communication, and resolution follow-up.
High School Diploma or Equivalent
Must be able to reliably commute to 13430 N Black Cyn Hwy #250, Phoenix, AZ 85029
Must have technical support experience
Must have call center experience
Must be able to pass a background check
Must be able to commit to 8 weeks of paid training and the first 90days of employment
2nd interview for this role will be on-site
Candidates must reside in the immediate Phoenix area

Responsibilities

Provide Tier 1 and Tier 2 support for mobile devices, HSI, SIM/eSIM provisioning, and business network connectivity.
Troubleshoot device setup, activation, firmware/software updates, and application configuration.
Diagnose and resolve connectivity issues including LTE/5G service, HSI gateway problems, Wi-Fi configuration, and equipment resets.
Support APN settings, VoLTE, hotspot tethering, and other device-related network features.
Process and assist with SIM/eSIM activation, replacement, and multi-line device management.
Manage end-to-end troubleshooting tickets including case creation, escalation, resolution, and follow-up.
Collaborate with internal teams and customer IT contacts to resolve complex cases involving cellular or business HSI issues.
Provide clear and proactive communication with customers, ensuring they are informed through every stage of the troubleshooting and resolution process.
Take full ownership of each case until it is resolved to the customer’s satisfaction.
Follow up proactively to ensure successful outcomes and reduce business downtime.
Deliver clear instructions and guidance, ensuring customers feel confident and supported.
Build strong trust with business clients through professionalism and solution-driven support.