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Mobile Device Technician - Phoenix, AZ

Branch ID: 5114


Pay Rate/Salary: $15.00 - $16.00

The Mobile Device Technician will handle technical inquiries from subscribers who need assistance troubleshooting mobile hand held devices including mobile phones, tablets, computers on both PC and Mac platforms, and/or other consumer electronics.

The Technician will resolve a large scope of issues, including but not limited to: device activation, setup, restoration and deletion of data, and enhancements. In addition, the technician will have the ability to upsell the MPP product to In-Box collateral clients. Also, the tech must be able to use knowledge management systems, client systems, and other diagnostic tools to resolve issues. In the role, the Technician will be responsible for providing a distinctive customer service experience. The Technician will also provide customer education and basic troubleshooting on all mobile hand held devices, tablets, computers and other consumer electronics.



Duties and Specifications
• Take incoming calls from customers regarding their mobile devices, tablets, computers, and/or other consumer electronics
• Assist customers with device set up and device education on mobile devices, tablets, computers and/or other consumer electronics
• Provide customer with logical trouble shooting to resolve operation issues on mobile devices, tablets, computers and/or other consumer electronics
• Using processes outlined and available tools, achieve First Call resolution standards
• Provide a value added experience with outstanding customer service
• Maintain quality call standards as trained
• Comply with a schedule of shift times, break, and lunch hour times
• Be available for any shift 7 days a week, 24 hours a day
• Maintain an average monthly response time standard
• Proactively find new technology trends and solutions for knowledge base


Skills and Specifications

• The ability to identify, analyze and resolve hardware and software issues on consumer electronics is required
• Must have the ability to correct OS errors, resolve internet connectivity issues, and address compatibility issues across all platforms
• Must be able adept at device activation, setup, enhancement, restoration and deletion.
• Must be able to explain and upsell our product offerings to eligible customers
• Must have an understanding of wireless operating systems such as Android, Apple iOS, Blackberry, and Windows phone
• Must possess the ability to identify, analyze and resolve issues related to mobile handheld devices and tablets
• Requires a problem-solving aptitude as demonstrated by experience in successfully troubleshooting a variety of consumer electronics and computer issues
• Requires a highly proactive customer service mindset that is adaptive to varying customer technical skill levels

- High School Diploma - At least 1 year of customer service experience - At least 1 year call center experience - Ability to learn new technology - Ability to problem solve and master soft skills - Ability to upsell

Job ID:

Branch ID/Name:

Phoenix, AZ

Customer Service

Job Type:
Direct Hire Position
Customer Service


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Mobile Device Technician

City, State or Zip Code: Phoenix, AZ

Position Type: Direct Hire Position

Date Posted: 10/11/2018