Wireless Support Specialist
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About The Position
The Wireless Support Specialist at Copper Valley Wireless plays a crucial role in providing technical support to customers, ensuring they have a seamless experience with their wireless devices and services. This position involves troubleshooting a variety of technical issues related to hardware and software, including problems with home and roaming voice, SMS, MMS, and both 3G and 4G LTE data services. The specialist is responsible for programming and testing phones, as well as instructing customers on the proper usage and care of their devices. This role requires a comprehensive understanding of wireless communication technologies, including CDMA, EVDO, 3G, 4G LTE, 5G, Bluetooth, NFC, Wi-Fi, and GPS, as they relate to the services provided by Copper Valley Wireless. In addition to direct customer support, the Wireless Support Specialist oversees the documentation and procedures for customer activations, modifications, and deactivations within various systems such as the NISC Billing System, SWAIN interface, ZTE Switch, and Verizon RSSX portal. The specialist collaborates with the Customer Service and IT departments, as well as vendors, to assist with daily functions, research errors, and implement new features. Participation in handset testing for new products and software maintenance releases is also a key responsibility, along with creating data sheets for new cell phone campaigns and generating various reports, including monthly cell site analysis and roaming revenue analysis. The role requires a proactive approach to troubleshooting wireless customer issues, utilizing knowledge of the CVT network layout and operation characteristics, as well as network data collection tools. The specialist also assists the Customer Experience department with processing reports and communication related to the Fortegra ProtectCell product, and occasionally supports CVLD technicians with internet trouble tickets and service orders. Overall, the Wireless Support Specialist is integral to maintaining high levels of customer satisfaction and operational efficiency within the Wireless department.
