Cellcom Technical Support Specialist

Nsight, parent company of Cellcom, Nsight Telservices, and Nsight Tower wants YOU to join our team!

Our family of companies provides complete telecommunications services, including wireless and fiber-based services to residential and business customers, along with tower erection and maintenance services in Wisconsin and Michigan’s Upper Peninsula.

Our commitment to customer service, local philanthropic efforts and green initiatives make us an employer of choice in the state of Wisconsin. We’re looking for individuals who are driven, enthusiastic and care about our community. More importantly, we like to hire people looking to grow with an organization and those who are excited about the ever-changing telecommunications industry.

What sets us apart?

• Professional development
• Advancement opportunities
• Progressive and fast paced environment
• Team focused
• Excellent benefits - including immediate paid vacation, on site Nurse Practitioner, fantastic employee wireless plan, 6% 401K match
• Much, much more

Technical Support Specialist perform Tier 2 technical support for Cellcom’s wireless customers, internal departments (Customer Care, Sales, etc.) and Cellcom Agents who are experiencing voice, data and roaming issues. While continually learning about new products, vendors, networks, etc., takes ownership of the customer experience and resolves issues timely and with the highest level of customer service. When appropriate, involves other employees, agents, different carriers and specialty vendors regarding voice and data issues, coverage, network, internet set up and equipment problems. Performs driveout testing as needed. Assists with training of new employees, and facilitates observations with members of other departments. Helps identify trends in coverage, equipment and data issues; in addition, assists the sales staff with major accounts that have tailored services, features and equipment. The hours for this position are 10:30-7:00pm. Saturday shift is required every 4-6 weeks.

Requirements:

• High school diploma or equivalent.

• Minimum of 1.5 - 2 years troubleshooting in wireless/landline or computer hardware/software in a customer-interacting role, or comparable experience.

• Two to three years computer/networking experience preferred.

• Valid driver's license.

Responsibilities & Duties:

• Takes Ownership - Responds promptly to phone calls, emails, and ticket queue, taking ownership of the customer’s product, coverage, equipment, roaming, voice, data or wireless internet or synchronization software-related problems and works them through to the end. Owns the customer experience by ensuring first call resolution when possible and consistently following up and keeping appropriate customers, agents, and employees informed of pending actions and resolutions on all problems, inquiries, or outages.
• Troubleshooting and Analysis - Provides Tier 2 technical support for wireless customers. Works to resolve specialty product issues such as Smartphones (Android/iOS), SMS, MMS, 3G/4G Data, Voicemail, Data Card/Mobile Hotspot, Residential Broadband/Mobile Broadband, FemtoCells, etc.
• Documentation - Uses multiple ticketing systems and databases to document customer interactions, troubleshooting processes, and record details of troubleshooting steps & conclusions/resolutions provided for each customer specific issue. Generates own service tickets when necessary.
• Communication - Breaks down complex technical concepts and explains them in relatively simple terms to the end user.
• Relationship Building - Provides outstanding customer service to all customers in an effort to build long term relationships.
• Team Player - Participates as a team player, positively contributing to the team environment by participating in team meetings and discussions, participating/initiating team building exercises, and involving and engaging others. In addition provides/accepts feedback in a way that is conducive to team success. Manages workload to and works as a team player to ensure workload is distributed evenly.
• Training - Assists with training Technical Support and other department employees on troubleshooting home and roaming service issues, as well as data related issues, and provides feedback to employees and their Team Leads & Operations Specialists on the proper completion of Trouble tickets
• Continuous Education - Seeks continuous learning and personal growth opportunities. Seeks opportunities to learn about new products, software updates, etc. in the industry. Keeps abreast of new technologies.

Recruiter contact: terri.christenson@nsight.com

Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to the Recruiting Manager at recruiting@nsight.com.