Technical Support Specialist Agent

Technical Support Specialist (Cell Phone Services)

About the Role

We are a pre-launch startup cell phone service provider building a dynamic and customer-focused support team. We are seeking motivated and tech-savvy individuals who are excited about the opportunity to grow with our company.

This role will begin as a frontline Technical Support Specialist position, with the opportunity to transition into a dedicated Subject Matter Expert (SME) role as the company expands. Successful candidates will help shape support processes, improve workflows, and contribute to the development of a high-performing customer experience team.

This is an excellent opportunity to join a growing startup where your knowledge, ideas, and contributions will have a direct impact on the success of the business.

Key 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.

Qualifications

• Minimum of 1 year of call center experience.
• Strong technical support background with experience troubleshooting:
• Cell phones and mobile devices
• Mobile applications
• Hardware and software issues
• 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.

Preferred Qualifications

• Experience creating process documentation, training materials, or knowledge base content.
• Startup or telecommunications industry experience is a plus.

What We Offer

• 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.

Pay Rate: $17-$18 Hourly.

Experience Required: Minimum 1 year of call center experience with strong technical support skills.

Pay: $17.00 - $18.00 per hour

Work Location: Hybrid remote in Raleigh, NC 27612