Technical Support Specialist Agent
CustomerHD is a pre-launch startup cell phone service provider building a dynamic and customer-focused support team. The Technical Support Specialist will provide expert-level technical support for cell phone hardware, software, and connectivity issues, while also contributing to the development of a high-performing customer experience team.
Responsibilities
- Provide expert-level technical support for cell phone hardware, software, and connectivity issues
- Troubleshoot problems across various mobile devices, operating systems, and network environments
- Assist customers with device setup, mobile applications, account-related inquiries, and connectivity concerns
- Document customer interactions accurately and professionally
- Collaborate with leadership to develop troubleshooting guides, knowledge base articles, and support workflows
- Identify recurring issues and recommend process improvements
- Support the training and development of new team members
- Serve as a technical resource for agents and assist with escalated customer concerns
Skills
- Minimum of 1 year of call center experience
- Strong technical support background with experience troubleshooting cell phones and mobile devices
- Experience troubleshooting mobile applications
- Experience troubleshooting hardware and software issues
- Experience troubleshooting network and connectivity problems
- Knowledge of Android and iOS operating systems
- Familiarity with mobile networks, Wi-Fi, data connectivity, and device settings
- Strong communication skills with the ability to explain technical concepts in a clear and simple manner
- Excellent problem-solving and analytical skills
- Ability to work independently in a fast-paced environment
- Experience creating process documentation, training materials, or knowledge base content
- Startup or telecommunications industry experience is a plus
Benefits
- Opportunity to grow into a dedicated SME role as the company expands.
- Career advancement opportunities within a growing organization.
- Collaborative and innovative work environment.
- Chance to help build processes and shape the future of the support team from the ground up.
- Hybrid remote in Raleigh, NC 27612
Company Overview