Mobile Technical Support / Contact Center Representative

Position: Mobile Technical Support / Contact Center Representative

Location: 400 East Business Way, Sharonville, OH, 45241 (On-Site)

Job Overview

We are looking for a customer-focused Technical Support / Contact Center Representative to provide first-level technical assistance to end users through phone, chat, and email. The ideal candidate will have experience troubleshooting mobile devices, connectivity, and account-related issues, along with strong customer service and documentation skills.

You will work in a fast-paced, high-volume support environment, creating and managing tickets in ServiceNow, handling MACD requests, assisting with mobile device activation/configuration, and guiding users through self-service mobility portals.

Key Responsibilities

• Provide first-level technical support to end users via phone, chat, email, and voicemail.
• Troubleshoot issues involving mobile devices, connectivity, device activation, and account services.
• Create, update, and manage support tickets in ServiceNow, maintaining accurate documentation of issues and resolutions.
• Process MACD (Moves, Adds, Changes, and Disconnects) requests.
• Assist users with mobile device activation, setup, and initial configuration.
• Guide users through placing mobile/device orders using self-service mobility portals.
• Handle a high volume of inbound calls, chats, and support requests while maintaining excellent customer service.
• Clearly and patiently walk users through troubleshooting steps and resolutions.
• Maintain required quality assurance, productivity, and service-level standards.
• Collaborate with other internal teams to support overflow tasks and service requests.
• Cross-train on additional Contact Center responsibilities as required.
• Accurately document customer interactions, troubleshooting steps, and final resolutions.

Required Qualifications

• High school diploma or equivalent.
• 1 2 years of experience in customer service, technical support, help desk, or contact center environments.
• Strong verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to explain technical troubleshooting steps clearly to non-technical users.
• Strong attention to detail and documentation skills.
• Comfortable working in a fast-paced, high-volume contact center/support environment.
• Good understanding of computers and common technology platforms.
• Ability to multitask and manage multiple customer/support requests simultaneously.
• Reliable attendance and flexibility to work overtime when required.

Preferred Qualifications

• Experience supporting mobile devices or telecom/mobility services.
• Experience working with Verizon, AT&T, T-Mobile, or other mobile carriers.
• Experience with ServiceNow or other IT ticketing systems.
• Familiarity with Mobile Device Management (MDM) tools.
• Experience with Active Directory / AD Manager.
• CompTIA A+ certification or equivalent technical certification.
• Proficiency with Microsoft Office.
• Typing speed of 40+ WPM.
• Ability to work independently with minimal supervision.