Premier support solutions technician
Provide exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues with devices such as laptops, tablets, smart phones, and other consumer electronics . Using various systems, applications and tools, facilitate device set up, education, and troubleshooting if a service or feature is inoperable. Educate customers about device capabilities and wireless carrier data product offerings. Log a customer data, including contact information, problem statement and resolution in appropriate tools, provide feedback to the organization on customer issues and participate in focus groups to review and rate tools provided.
Primary Duties and Responsibilities:
Provide a value added experience with outstanding customer service to customers while resolving issues related to their device(s).Use knowledge based system and other tools to deliver technical support solutions. Assist customers with device set up and device education. Provide customer with logical trouble shooting to resolve operation issues. Consistently meet or exceed productivity and quality goals.Adhere to a schedule that includes; shift, break and meal times. Availability for any shift 7 days a week, 24 hours a day. Proactively find new technology trends and solutions for knowledge base system
Duties and Skills
Deep proven working knowledge of multiple hardware platforms, operating systems including Windows, Android, Blackberry OS and, Apple IOS, wireless technology, wireless equipment and applications.Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibilityStrong decision making and problem solving skillsExcellent computer skillsExcellent voice and courtesy skills that provide an Exceptional Customer Service ExperienceExcellent interpersonal skills.