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Customer Service / Technical Support

? Ensure all customer inquiries are being addressed within internal SLA?s, including but not limited to response times, close times, customer prioritization and escalation standards Provide mobile device and PC support in resolving technical issues including: o General troubleshooting of devices o Installation and support of proprietary in-house MDM software o Network/connectivity issues o Warranty support and troubleshooting of physical hardware o Additional Android/PC support as required Work closely with other levels of IT support (internal team, internal development team and external vendors) to resolve issues Identify issues/challenges and communicate to Ops manager Attend team huddles to discuss challenges and help provide solutions, learn from and support other team members in view of meeting team goals and ensuring that customer experience remains a top priority Job Requirements ? Excellent PC skills in Outlook, Word, Excel, PowerPoint Excellent verbal and written communication skills Ability to multi task and manage customer expectations Ability to self-motivate, as well as motivate and engage other team members Team player with strong customer focus and relationship skills Robust conflict resolution, problem solving and organizational skills with excellent attention to detail? Skills and Experience: Proven experience in a similar role Previous working experience in a Telecommunications service Provider or Telecommunications Carrier a plus Smart Phone experience a plus Personal Attributes: Ensure clients receive a phenomenal customer experience from IT T solutions delivered Believe passionately in and know how to implement world-class customer service. Customer-first mindset an absolute must. Overall ownership for the provision and support of Android and PC technical services Professional and respectful manner Excellent time management Desire to grow and expand role within company For immediate consideration, please send an updated resume with salary requirement to Christopher.Ciuppa@rht.com

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