Hello,
We have an urgent requirement for an *Long Term Contract* of *Mobility Support Analyst* location *Minneapolis, MN*. If you are interested in this position, please contact me / send your updated resume. *Position : **Mobility Support Analyst* *Location : Minneapolis, MN* *Client : TCS/Cargill* *Job Description:* · Responsible for providing enterprise level customer support via phone, e-mail and web portal. Works with customers to procure mobility devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products. Escalates unresolved issues to the appropriate channels. Works under minimal supervision on advanced technical or unusual support problems. · Provides basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end customers. · Troubleshoot hardware and service problems and facilitates carrier support calls as necessary. · Provides account and billing related support. Completes service cancellations and exception-based service extensions within established client guidelines. · Resolves customer problems and questions via phone and e-mail. · Work in a multi shift environment · Utilize our Ovation ticketing system to track and process requests for service · Refers to training, collaborates with associates, and exercises common sense on problem resolution. · Responds to customer email using Knowledge based B articles, templates as well as formulating personalized responses. · Exercises good judgment by involving management in resolving customer issues as necessary. · Escalates unresolved customer issues in a timely manner. · Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies. · Accurately categorizes customer issues and their resolutions using the CRM and support system. · Uses the correct tools, resources and processes such as the online Knowledgebase and escalation paths. *Skills:* · Strong experience resolving wireless carrier technical issues preferred, (Verizon, ATT, Sprint, T-Mobile) · Knowledge of personal and corporate mobility network technologies. · Broad skills in mobile wireless technologies (mobile devices/browsers/gateways, specifically WM5/6, Blackberry, iPhone, etc.). · Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet. · Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction. · Must be a logical thinker and understand the concept of mobility synchronization products and services. · Must be cautious and thoughtful when remotely accessing a customer' device as a means to troubleshoot. *Experience/Education:* · College degree plus 1-2 years of experience in a technical support environment preferred. · Business and Enterprise wireless carrier products/services background highly desired. · Wireless carrier device activation, deployment and support experience highly preferred. · Previous experience with CRM systems and preferably help desk ticketing software preferred *Shubhangi Sharma United Software Group Inc.. 565 Metro Place South. Suite # 110 Dublin, OH 43017 Phone: 614-495-9222, Ext- 448 Fax: 1-866-764-1148 **[email protected]* <[email protected]> *www.usgrpinc.com* <http://www.usgrpinc.com/> To unsubscribe from this mailing, please reply to this email with the word UNSUBSCRIBE <[email protected],[email protected]?subject=UNSUBSCRIBE%E2%80%9D.>in the subject line, or click here. *USG is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.* -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at https://groups.google.com/group/us_itgroups. For more options, visit https://groups.google.com/d/optout.
