Technical Support Representative
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Mobile Citizen, a Voqal initiative, is advancing social equity through access. Mobile Citizen aims to help bridge the digital divide by reducing the costs associated with internet access for schools, nonprofits and social welfare agencies, allowing organizations to invest more in their mission and the people they serve.
We are currently looking for a Technical Support Representative to join our dynamic, growing team.
The Mobile Citizen Technical Support Representative will work in a team environment within the Customer Care Group. This position will provide day-to-day support to Mobile Citizen end-users with tech support needs. The Technical Support Representative will be responsible for first line customer care, responding to customer inquiries via phone and email, and solving customer tech support issues by working through Level I tech support solutions or facilitating calls with Sprint’s tech support team.
This position is responsible for staying current on all Mobile Citizen products, keeping all customer records up to date, ensuring that tech support needs of our end-users are met and providing shipping and receiving back-up, as needed.
Requirements:
- High School diploma or GED required.
- Bachelor’s degree preferred.
- Provide exceptional tech support care to direct customers, Mobile Citizen resellers and their end-users by serving as first responder for technical support issues.
- 2-4 years of experience in a customer care position.
- Salesforce experience a plus.
- Identify problems, research answers, and guide end-users through corrective steps.
- Work with Sprint’s technical support team as appropriate to meet customer needs.
- Track all customer care issues in Salesforce.com database and keep all customer accounts up to date in database.
- Document common tech support solutions for reference.
- Understand Mobile Citizen offers and products, be conversant in basic technical knowledge and equipment activation processes.
- Fulfill all customer care obligations by following established policies and procedures and contribute to the development and updating of those policies and procedures by providing productive feedback and input to build more efficient processes.
- Meet and exceed customer care goals and metrics.
- Stay up to date on shipping and receiving responsibilities in order to serve as back-up on an as needed basis.
If you are passionate about a career that allows you to positively impact society, then join the Voqal team and be the call for change.
For more information, visit www.voqal.org or www.mobilecitizen.org. EOE
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