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Technical Support Specialist II

Atlanta, GA
Full-time
Mid Level
Posted on:

Telgoo5 is seeking a highly motivated and detail-oriented Technology Support Specialist to join our team focused on our 5G wireless service. This includes supporting our prepaid and postpaid MVNO clients for operational and technical support. The Technology Support Specialist will play a critical role in ensuring that our clients needs are met through clear communication and the ability to execute a smooth and efficient operational process with our clients. This role involves a combination of technical acumen, problem solving, effective communication, and project management skills to support and enhance our operational and support capabilities.

Essential Duties and Responsibilities: (Include the following while other duties may be assigned as required.)

  • Monitor day-to-day operations, report on performance, and recommend actionable improvements.
  • Experience with prepaid 5G wireless cellular service in the US
  • Experience with 5G wireless network troubleshooting techniques for voice, data, and messaging services.
  • Maintain effective communication with internal and external stakeholders.
  • Assist in the planning, coordination, and execution of operational activities.
  • Recommend and establish procedures to increase the efficiency of day-to-day operations.
  • Handle client inquiries, tickets, and issues.
  • investigate and resolve operational problems reported by clients.
  • Provide regular status reports on open issues and projects
  • Serve as the primary point of contact for assigned clients.
  • Escalate and track resolution of network and/or customer impacting problems.
  • Monitor key operational metrics.
  • Investigate complex technical and operational issues.
  • Coordinate with internal and external teams to resolve service issues.
  • Create and maintain documentation for effective knowledge sharing.

The Ideal candidate will also possess the following skills:

  • Understanding of MVNO/MVNA/MVNE services
  • Understanding of wireless system capabilities such as BSS, OSS, OCS, etc.
  • Understanding of iOS and Android ecosystem and device nuances.
  • Able to work independently and efficiently to meet deadlines.
  • Excellent problem-solving skills, particularly with wireless network solutions and devices.
  • Able to promptly answer management and customer communications.
  • Excellent communication (oral and written), interpersonal, and organizational skills.
  • Ability to translate technical concepts to clients and team members in an easy to understand way.
  • Proactive approach to identifying and resolving potential issues.
  • Adaptability and resilience in a rapidly changing and evolving industry.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

  • Bachelor’s degree, or equivalent work experience
  • Experience in structured environment with increasing levels of responsibility and complexity.
  • 1-3 years experience in the prepaid wireless telecommunications industry.
  • The ability to learn, communicate, and teach non-technical users a must.
  • Strong attention to detail.

    Benefits:

    • Dental insurance
    • Health insurance
    • Paid time off
    • Vision insuranceAbility to work additional hours as needed.

      Job Type: Full-time
      Pay: $20.81 – $25.00 per hour

    Schedule:

    • Monday to Friday
    • On call

    Work Location: Hybrid remote in Atlanta, GA 30338

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