Real-Time Support Engineer
US-VA-Christiansburg
Attract-careers1
Req #: 91311
Type: Fulltime-Regular
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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: Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session. 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 troubleshoot and resolve technical issues, service disruptions, and porting problems * Apply critical thinking and problem-solving skills to resolve customer issues within defined service level agreements * Use business applications, diagnostic tools, vendor portals, and data queries to identify root cause and determine solutions * Collaborate with support teams, engineers, and developers to resolve complex issues beyond Tier 2 scope * Create and manage ServiceNow tickets to escalate issues requiring Tier 3 Incident Management support * Leverage business process knowledge and wireless expertise to draft playbooks, runbooks, and knowledge base entries 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 * Ability to work independently and collaboratively within a Service Continuity Support team * Excellent customer service skills with the ability to explain technical solutions to technical and non-technical stakeholders * Comfortable reading technical logs, claimcheck returns, and basic scripting for troubleshooting * Expertise in wireless systems, networks, and devices with strong diagnostic and problem-solving skills * Proficient with SQL queries (Snowflake preferred), API tools like Postman, and familiar with provisioning and billing workflows * Strong written and verbal communication skills with the ability to translate technical issues into customer-friendly language Preferred Education and Experience: * Have a two-year college degree or higher in Computer Science/Information Technology or equivalent professional experience * 2+ years experience in a technical support role, preferably in the wireless industry Visa sponsorship not available for this role
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