Technical Support Analyst Job at Epitec, Inc., Dearborn, MI

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  • Epitec, Inc.
  • Dearborn, MI

Job Description

Technical Support Analyst

JOB TYPE: Cellular Service Specialist

LOCATION: Dearborn, MI

JOB SUMMARY FOR Technical Support Analyst:

Collaboration Services is seeking a Cellular Service Specialist to join our Fulfillment Team and deliver top-notch support to the company. Reporting to the Collaboration Services Fulfillment Supervisor, you will be responsible for: Providing Best-in-Class Customer Support: -Troubleshooting and resolving cellular issues: You'll be the SPOC for employees experiencing problems with their corporate mobile devices, both hardware and software.

This is a hybrid role requiring you to be present at our Dearborn office 2-3 days per week.

RESPONSIBILITIES FOR Technical Support Analyst:

You'll use your excellent communication skills to understand their needs, provide clear solutions, and follow up to ensure their satisfaction. -Maintaining efficient workflows: You'll manage our mobile device fulfillment queues, ensuring timely and accurate processing of requests. Taking Ownership and Driving Efficiency: -Developing and documenting processes: You'll create run books and standard operating procedures to streamline our operations and ensure consistency. -Keeping track of performance: You'll generate weekly reports detailing the volume and types of requests and incidents received, helping us identify trends and opportunities for improvement. -Building a knowledge base: You'll create and maintain a comprehensive library of support documentation, empowering both our team and employees with the information they need. Hands-on and Collaborative: -Delivering and activating devices: You'll deliver phones to customers within the Dearborn offices and guide them through their first-time activation. -Updating customer information: You'll be responsible for updating customer details in both the cellular carrier and Managed Services portal. -Meet with customers, suppliers, and Collaboration Services Product team, Engineering team and Operations to evaluate products

JOB EXPERIENCE FOR Technical Support Analyst:

Customer Support Cellular Operations Customer Service Mobile Products Managing support Queues

Education Required:

High School Diploma

Associate degree

Working on Bachelor's degree

SKILL REQUIREMENTS FOR Technical Support Analyst:

Understanding of Cellular services and features, Cellular devices, Cellular carriers.

Understanding of Apple iPhone

Ability to deliver great customer experience

Recognize problems/issues and take ownership to resolve within established SLA’s

Technical support experience related to mobile devices

Excellent written and verbal skills

Ability to effectively multitask.

Proficient in providing metrics and daily reports associated with cellular services

Outstanding MS Excel and SharePoint skills

Supplier Relationship experience

Strong analytical and solution/critical thinking skills

Sucess in team environments

Strong people skills- a good listener, and empathetic.

BENEFITS FOR Technical Support Analyst:

Medical, Dental, PTO, Holiday tailored to meet your needs. 401K/Match, $15,000 Life Insurance, Award-Winning Employee Care Program. Established and highly regarded reputation with Green Card and H1 processing.

Why should you choose Epitec?
We started Epitec with a single focus, Placing People First. Knowing every good endeavor begins with listening and understanding, we’ve set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit.

How is Epitec different?
Epitec gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work.

What is the result?
Epitec represents the world’s top companies and works to fill their open jobs with the world’s best talent. That’s led to Epitec servicing an impressive list of Fortune 500 companies. We’ve also won many awards, including numerous Best & Brightest Companies to Work For awards, four MMSDC A.C.E. Awards, and have been featured in Crain’s Detroit Business and Corp! Magazine. And that’s just the beginning, as we work to innovate the way the world thinks about employment.

© 2024 Epitec Inc

Job Tags

Holiday work, 2 days per week, 3 days per week,

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