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Technical Support Specialist

Company: eSquared Communication Consulting
Location: Tempe
Posted on: November 23, 2021

Job Description:

For more than 20 years, eSquared has improved how healthcare, transportation, construction, and service businesses communicate. From wireless and mobile management to mobility telematics and GPS fleet services, we help businesses communicate with customers, vendors, and each other. Come grow with us!SummaryThe Dedicated Account Specialist is responsible for assisting customers and clients with their mobile devices via inbound phone calls and chat feature. Dedicated Account Specialists are responsible for trouble shooting and assisting customers to resolution. They also use a CRM system to accurately log calls and escalate as necessary.Minimum Qualifications1. HS Diploma required2. One-year experience in a customer service role3. Call center experience preferred4. Experience using CRM system preferred5. Proficient in Microsoft Office Suite (Word, Excel, Outlook) computer software programs.6. Knowledge of and experience using a mobile device7. Knowledge and/or experience with IT and/or advanced troubleshooting preferred8. Ability to communicate effectively (written and oral)9. Ability to prioritize workload while remaining organized10. Ability to work independently and as part of a teamEssential Position Functions1. Accurately assess and assist with customer needs by taking incoming phone calls through call center software2. Diagnosing customer equipment to determine the correct course of action3. Use communication skills to assist customer through guided general mobile device troubleshooting steps as applicable4. Ensure all call and ticket information is filled out in the CRM system in order to complete the call/ticket5. Utilize call center software correctly to properly indicate working status6. Utilize carrier portals as needed to troubleshoot devices and to make changes to customer cellular plans as needed7. Follow correct steps to ensure smooth resolution for each ticket by communicating effectively with other team's the accurate information needed to continue the process8. Provide updates to customers on existing service requests within ticketing systemJob Type: Full-timePay: $16.00 - $17.00 per hourBenefits:

  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Vision insuranceSchedule:
    • 8 hour shift
    • Day shift
    • Monday to Friday
    • Weekend availabilitySupplemental Pay:
      • Bonus payCOVID-19 considerations:Masks are optional for all employees/guests who are fully vaccinated . We also perform daily temperature checks at a kiosk.Work Location: One location

Keywords: eSquared Communication Consulting, Tempe , Technical Support Specialist, IT / Software / Systems , Tempe, Arizona

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