Help Desk Technician

The MTech Help Desk Technician provides call center support for our customer’s mobile devices and associated applications. Troubleshoot problems and advise on the appropriate action. We are a company that takes great pride in our customer service and ability to resolve customer problems and issues quickly and efficiently, therefore in some situations you will be required to work very quickly and under somewhat stressful conditions in order to address customer needs without sacrificing the quality of our brand.

As a Help Desk technician you will have the opportunity to diagnose and triage customer issues within the travel, hospitality, health and transportation industries utilizing state of the art remote control tools and applications. Along with those responsibilities you will also be required to maintain an efficient and productive work area that will allow you to perform your duties in a professional and effective manner.

Responsibilities

· Remote diagnostics, troubleshooting, analysis and resolution of support issues.

· Follows established processes and procedures to provide support to customers via all contracted channels (phone, email, chat).

· Works effectively with other management and customers to quickly address problems as they arise.

· Maintains a high degree of technical knowledge relating to supported products.

· Properly log all information into the problem management system.

· Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.

· Contribute authoring, reviews, and updates of Knowledge Management repositories.

· Contribute to ongoing Quality Improvement initiatives.

· Represents the company in a professional and businesslike manner and communicate effectively with customers and other team members.

· Performs other related tasks, as assigned.

· Inform management of recurring problems, trends as identified

· Stay current with system information, changes and updates

· Help Desk or Call Center experience with advanced troubleshooting.

· Ability to work in a collaborative work environment.

· Willingness to contribute and support a knowledge sharing culture.

· Positive attitude and customer focus.

· Excellent Communication Skills (Verbal, Written, Interpersonal, Proactive listening).

· Innovative thinking and problem solving.

· Effective time management & organizational skills.

Education and Experience (Preferred)

· Associate’s degree or technical college degree or equivalent.

· Knowledge or experience in providing wireless carrier support.

· Knowledge of Apple iOS devices including iPhone, iPad, & iPod Touch.

· Knowledge of Android OS and various devices (Nokia, LG, Samsung, etc.)

· Working knowledge of fundamental operations of relevant software, hardware and other equipment (Microsoft applications, mobile devices)

· Experience using Salesforce.

· Knowledge and experience of customer service practices.

· Related experience and training in troubleshooting and providing help desk support.

$18 - $22 an hour - Full-time, Pulled from the full job description

• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Dental insurance
• Flexible spending account, * 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan

MTech Mobility is a global leader in providing comprehensive lifecycle and repair services for devices of any kind.

MTech is unique in that it offers the industry’s most robust set of mobility and IT services for the enterprise, including device preparation and deployment, 7x24x365 helpdesk support, advanced exchange & warranty management, in and out of warranty repair services, telecom expense management services and more.

Through its headquarters in Jupiter, Florida, and satellite locations around the world, organizations turn to MTech to offload the heavy lifting associated with deploying, supporting, managing, repairing and refreshing devices for their workforce.

Company website: http://www.mtechmobility.com/

Pay: $18.00 - $22.00 per hour