TSR Mobile Care Specialist

Mobile Care Technical Specialist  

Job Summary:  

Mobile Care Technical Specialists will be responsible for assisting customers with technical issues related to our mobile devices and services. Expertise in troubleshooting issues related to our mobile phones, connectivity, apps, device settings and other service features. Effective communication and customer service will be essential in delivering exceptional technical support and ensuring customer satisfaction. 

Key Responsibilities: 

• Technical Support: Identify and analyze mobile technical related problems such as device performance, data issues, SIM card errors, software updates and app malfunctions. Assist customers on how to resolve technical issues in a clear and patient manner. 

• Issue Analysis: Gather detailed information from customers regarding their mobile technical problems. Utilize active listening skills to understand the issue's root cause and use your technical knowledge to develop accurate solutions. 

• Troubleshooting: Guide customers through step-by-step troubleshooting processes to identify and resolve technical issues. Offer clear and concise instructions, adapting your communication style to the customer's technical proficiency. 

• One Call Resolution: Utilize remote access tools to diagnose and resolve complex technical issues on customers' mobile devices, ensuring minimal disruption to their workflow. 

• Enhance Customer Experience: Ability to upsell/cross- sell Optimum mobile services to existing customer base to further strengthen customer relationships and enhance the overall experience. Identify and recommend additional services offered with Optimum Mobile. 

• Continued Education: Ability to learn via provided training and peer to peer engagement to ensure knowledge progression from lower complex customer needs to higher complex customer needs. 

• Documentation: Document customer interactions, issues, and solutions accurately and comprehensively in the company's ticketing system. Create and maintain a knowledge base of common technical problems and solutions. 

• Product Knowledge: Develop and maintain an in-depth understanding of the company's products, software applications, and services. Stay up-to-date with updates and developments to provide accurate information to customers. 

• Escalation: Escalate unresolved issues to appropriate technical teams or senior support agents. Collaborate with internal teams to ensure timely resolution and effective communication to customers. 

• Customer Education: Educate customers on best practices, software updates, and preventive measures to avoid future technical issues. 

• Quality Assurance: Adhere to established technical support protocols and standards. Continuously seek opportunities to enhance customer experience and technical service processes. 

Qualifications: 

• Associate degree preferably, high school diploma, or certificate in Information Technology from a recognized Institution.  

• At least 1-2 years of experience in mobile technical support, mobile carrier services and customer service is a plus.  

• Strong knowledge of mobile operating systems and common device issues.  

• Strong Knowledge of Ios and Android devices, mobile apps, and cellular technologies.  

• Proven experience in technical support, or a related role. 

• Strong proficiency in troubleshooting mobile devices and networking issues. 

• Excellent problem-solving and analytical skills. 

• Familiarity with remote desktop tools and software. 

• Outstanding communication skills, both written and verbal. 

• Ability to explain technical concepts to non-technical users effectively. 

• Patience, empathy, and a customer-centric approach. 

• Strong organizational skills and attention to detail. 

• Ability to work independently and collaboratively in a fast-paced environment. 

• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, etc.) are a plus. 

• Excellent English communication skills and understanding of US geography and culture. 

• Willingness to work flexible shifts, including weekends and holidays, evenings and late nights.