Implementation Manager, Business Sales
T-Mobile
AndroidiOSSwitching
Job Level
JuniorMid-Level
Tech Stack
iOS
About the role
- Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues. Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System. Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur. Conduct an assessment of the incident based on the customer’s description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures. Provide prompt customer support and response to all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages. Perform diagnostics and troubleshooting for supported the client hardware. Monitor requests for software installations and fulfill those requests in a timely manner. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support. B. Perform Project Work Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents. Participate in quality and process improvement projects and initiatives. Completion of Other Duties and special assignments as assigned. C. Performance of other job-related activities and special assignments. Attend requested meetings, seminars, or training. Perform other duties as assigned. Identify training needs and request approval to attend.
Requirements
- Excellent customer service skills
- Two years of support experience with Windows 10, and Microsoft Office 2019
- Two years of experience with Network and Printer troubleshooting
- Proficient in typing skills and be able to multi-task
- Nice to have skills: Prior Help Desk experience in a call center environment
- Previous experience using Incident and Knowledge base systems
- Desirable to have 2 years support experience with iOS devices
