Real-Time Support Engineer
US-VA-Christiansburg
Attract-careers1
Req #: 91312
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. Key Responsibilities: * Partner with our Customer Experience Agents to resolve technical customer issues with service, global resets, and porting * Use critical thinking skills, troubleshooting, and problem solving skills to resolve customer issues within a defined service level agreement * Troubleshoot and resolve issues by using a variety of business applications, diagnostic tools, vendor portals, software, and running queries to analyze customer issues, identify root cause, and determine the proper course of action * Provide a complete resolution to issues beyond the scope of this role by collaborating with other teams like our Customer Support Agents, Incident support teams, engineers, and developers * Identify and create tickets in ServiceNow to escalate customer issues requiring Tier 3 service support from our Incident Management teams * Use understanding of business processes, customer behavior, and knowledge of wireless devices and networks to draft knowledge base entries into playbooks/runbooks * Perform various other duties depending on circumstances as needed 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: * Domain expertise in Wireless Systems, networks and devices * Proficiency in using diagnostic tools and software * Experience in running SQL queries, Snowflake experience preferred * Experience in running APIs in tools like Postman * Experience in following predefined playbooks/runbooks * Comfortable with pre-defined scripts to resolve customer issues * Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour. * Strong analytical and problem-solving skills * Ability to work with Technical concepts like SQL Queries, API tools, Provisioning and Billing workflows, etc. 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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