IT Mobility Support Specialist

Title:

IT Mobility Support Specialist

Remote

3 months

Monday-Friday, 8am-5pm

Friday-Tuesday, 7am-4pm (weekend coverage)

The IT Mobility Support Specialist provides Tier 1 and Tier 2 support to mobility software. Troubleshoots calls from Drivers, Dispatchers, Service Technicians, Transport Drivers, and Territory Managers relating to mobility applications. Also responsible for assisting in non-mobility efforts.

• Makes customers a high priority; is committed to exceeding the needs of all customers
• Excellent listener and communicator to effectively assist customers and provide resolutions
• Ability to manage time to be available to respond to customer issues
• Technical capability, not expert

• Able to respond to customer contacts via Phone and Email, providing excellent customer service, and fast and courteous incident resolution.
• Available within phone system at least 8 hours per day to receive incoming contacts.
• Quick response to requests for support, problem analysis, initial resolution and/or escalation.
• Communicate with mobile users regarding their issues, both verbally and by written correspondence.
• Thorough documentation of customer issues in a ticketing system, manage personal queue from initial ticket reporting through ticket resolution, including documentation and update of shared knowledge base as needed.
• Provide first and second level support to end-users. This involves support of several mobile applications, network maintenance, customer data, and other end-user support duties as assigned.
• Able to prioritize and manage time based on the needs of the users as balanced with the company directives.
• Participate in user acceptance testing of new software releases which includes executing and documenting test case results, writing new test cases, logging software deficiencies, and proactively engaging with end users to generate new solutions to existing inefficiencies in the software.

• Excellent telephone, oral and written communications skills.
• Excellent customer service skills, including the ability to work with users of all ability levels.
• Working knowledge of Windows operating system, MS Office suite (Word, Excel, and Outlook).
• Ability to follow team procedures and documentation.
• Ability to quickly learn proprietary applications that are core to the business.
• Strong drive for proactive continuous self and process improvement.
• Thrive in an environment where team and individual performance is measured on multiple characteristics.

• Associates or bachelor's degree in a related field preferred.
• 1
  -2 years' experience working in a related IT environment or providing strong Customer Service to internal or external customers.

• Normal office environment