Job Information
TEKsystems IT Support Specialist in Dearborn, Michigan
Description:
Position Summary:
Be a part of the Fulfillment Team in Collaboration Services by delivering Cellular Service to the client. This position will report to the Collaboration Services Fulfillment Supervisor. Responsibilities include but are not limited to:
-Customer Service experience. Contact customers via phone, chat, email to resolve their cellular issues (hardware and software).
-Maintain the IT Connect fulfillment queues for mobile devices.
-Communicate effectively to understand the problem and explain its solution
-Follow up and update customer status and information
-Create run book and standard operating procedures.
-Deliver phone to customer located within the Dearborn offices, and go over first-time activation.
-Create weekly reports including the number and types of requests, and incidents received.
-Develop and maintain a comprehensive library of support documentation.
-Ability to update end-user information in the Cellular carrier and Managed Services portal.
-Must be able to come into Dearborn office 2-3 days a week.
Basic Qualifications/Skills:
-Self-motivated and a strong “can do” attitude with a willingness to learn, understand, adopt, and manage multiple concurrent tasks with little day-to-day oversight.
-Recognize problems/issues and take ownership of them to resolve them within established SLA’s.
-Technical support skills.
-Excellent written and verbal skills.
-Familiarity with Agile Methodologies (Scrum/Kanban) and tools.
-Ability to effectively multitask.
-Outstanding MS Excel and SharePoint skills.
-Supplier Relationship experience.
-Strong analytical and solution/critical thinking skills.
Nice to Have Skills:
-Cellular Carrier experience (Verizon, ATT, T-Mobile).
-Understanding of Apple iPhone
-Experience with secondary Microsoft Tools (Visio, Access, V-Look up).
Skills:
Support, Troubleshooting, Customer service, telephony, cellular technology
Top Skills Details:
Support,Troubleshooting,Customer service,telephony,cellular technology
Additional Skills & Qualifications:
Great communication, go-getter, eager to learn and grow
Experience Level:
Entry Level
Benefits:
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.