Device Support Specialist
$31,200–$31,200 year
RemoteArizona, United States
Job Summary
Manage a moderate volume of inbound and outbound calls, emails, and help desk tickets to resolve technical issues and deliver exceptional customer service. Accurately record call details, dispatch messages, and address basic technology queries with guidance from experienced team members. Provide guided troubleshooting for existing technical issues and educate clients on device functionality while adhering to phone queue metrics and service level agreements. Collaborate with colleagues to research, investigate, and respond to inquiries efficiently, ensuring proper referral of complex issues to relevant departments.
Required Qualifications
- High School Diploma
- Ability to communicate clearly and effectively, both verbally and in writing
- Active listening skills to understand customer inquiries and concerns
- Clear articulation of technical information to non-technical individuals
- Understanding of basic customer service principles
- Patience and empathy in addressing customer queries and concerns
- Ability to maintain a positive and supportive attitude
- Basic skills in recording and documenting details of calls, messages, and dispatches
- Attention to detail to ensure accurate and comprehensive documentation
- Familiarity with basic technology concepts and devices
- Ability to troubleshoot and resolve simple technical problems with guidance
- Ability to work collaboratively with team members
- Willingness to seek guidance and learn from more experienced colleagues
- Basic problem-solving skills to address straightforward technical issues
- Ability to research, investigate, and respond to inquiries in a timely manner
- Basic time management skills to handle call volume, adhere to schedules, and meet service level agreements
- Ability to handle evolving responsibilities and tasks as skills develop
- Extended periods of sitting
- Frequent telephone, headset, and computer use
- Data entry
- Occasional standing and walking
- Lifting up to 10 lbs
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