Real-Time Support Engineer I
US-VA-Christiansburg
Attract-careers1
Req #: 92474
Type: Fulltime-Regular
|
|||||||||||
|
|||||||||||
Overview: Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our people play vital roles in connecting consumers with the products and platforms of tomorrow. Responsibilities: This role will be empowered to provide direct and real time advanced technical support to internal CXO resources for the benefit of Retail Wireless Customers. This position will have the opportunity to work real time with Level 1 Agents who are on Phone with the Customers for the issues needing technical assistance. Key Responsibilities: * Partner with Customer Experience Agents to resolve technical customer issues, including service, global resets, and porting * Use critical thinking and troubleshooting skills to resolve customer issues within defined SLAs * Utilize business applications, diagnostic tools, vendor portals, and queries to analyze and resolve issues * Collaborate with support teams, engineers, and developers to ensure full issue resolution * Create and escalate ServiceNow tickets for Tier 3 support when necessary * Develop knowledge base entries and playbooks based on business processes, customer behavior, and technical expertise Qualifications: Education and Experience: * High School diploma, GED, or equivalent experience * 2 - 4 years of experience handling advanced technical support that includes identifying and resolving a broad range of customer issues Skills and Qualifications: * Have regular and reliable attendance with the availability to work onsite out of our Christiansburg, VA office * Be available to work a predictable and defined shift schedule with some flexibility to ensure coverage * Have the ability to work independently and as part of a larger Service Continuity Support team * Have excellent customer service abilities and be able to explain technical solutioning to technical and non-technical stakeholders * Be comfortable reading and interpreting technical logs, claimcheck returns, and basic scripting Technical Requirements: * Expertise in wireless systems, networks, and devices * Proficiency in diagnostic tools, SQL queries (Snowflake preferred), and API tools like Postman * Experience following predefined playbooks, runbooks, and scripts for issue resolution * Strong analytical and problem-solving skills with the ability to interpret technical concepts * Solid written and verbal communication skills to articulate technical issues in customer terms * Familiarity with technical concepts like SQL queries, API tools, provisioning, and billing workflows Visa sponsorship not available for this role #LI-JZ2
Share this job:
