Sr. Technical Support Specialist

About the role

The Senior Technical Support Specialist I is responsible for providing comprehensive Level One support, including assisting with Coach Call Queue and Teams Chat, handling end-user escalations, and managing specialized order support. This role involves high-profile client management and may require after-hours call support. The Specialist will also provide backup to the Technical Support Team for wireless requests, manage complex optimization plan changes, and implement process improvements.

Responsibilities

• Coach Call Queue Support/Assistance
• Coach Teams Chat Support
• Handle end-user escalations within team
• Specialized Order Support
• High profile client management
• After hours call out could be expected
• Provide back up support to Technical Support Team for wireless requests that come in via telephone daily from 8:00 a.m. to 8:00 p.m. EST. (client calls)
• Management of complex optimization plan changes are completed before the next bill cycle for all carriers for each client as assigned.
• Process Improvements implementation, documentation and support
• Maintain a current and continuing awareness of all Company policies related to Data Security (DS) and the protection of Personal Information (PI).
• Perform all job duties in a manner that complies with those policies.
• Report any suspicious activity as it relates to DS and/or PI to Management as soon as it is uncovered or suspected.
• Client onboarding
• Learning and development of level 2 skills for growth

Skills

• Attention to detail
• Communication skills - verbal and written
• Problem analysis and problem solving
• Planning and organizing
• Solid judgment/decision making
• Teamwork

Qualifications

• High school diploma
• Must meet minimum requirement of 4 out of 5 for eligibility
• 6 months of employment (Manager exceptions could apply)
• Maintaining average soft skill over last 6 consecutive months
• Maintaining average error free targets over last 6 consecutive month
• Certifications/Licenses: None required.

Pay

The compensation range for this position is $20.79 to $24.20 USD. The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. The posted range reflects our ability to hire at different titles and levels depending on background and experience. The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission.