Responsible for providing customer support via face to face, 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 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 mobility problems and questions via live session or remote access.• Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.• Uses the correct tools, resources and processes such as the online Knowledgebase and escalation paths.

Identifies, researches, and resolves customer technical problems. Responds to telephone calls, email and dispatched requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. • Responsible for providing support to end users utilizing Apple hardware or MAC operating systems. • Interface with customers and personnel daily.• Responds and resolves end user issues that require advanced knowledge of Apple or iOS systems. • Updates status of queued service requests with the IT service management system.• Excellent communication skills, both written and oral, including the ability to convey complex findings in a clear, concise, and credible manner• Proven experience working on complex, international, large-scale, time-critical deliverables

Creating an atmosphere that generates hospitable service to customersIn charge of handling sales with customersMaintaining clean, presentable work environment for coworkers and customersMaintaining positive face to face interaction with customers on a daily basis