Customer Service (Customer Care Technical Support Specialist)

Customer Care Technical Support Specialist at Mobi PCS (Honolulu, Hawaii)

At Mobi PCS, we offer unlimited talk and text with a variety of data choices and everything is out in the open. Mobi provides our customers with the best value for the best price, without sacrificing quality. If you've been looking for employment with a Local Company, you've come to the right place. We look for people who care about customers, care about our business, and naturally, play well with others. We are an equal opportunity employer. We operate with respect. We seek out potential and nurture individual growth. If you like the same things we do, Mobi might be the place for you.

JOB FUNCTION:
Working in our Corporate office location, you will be responsible for coordinating all activities involved in processing and fulfillment of all incoming customer issues/requests to our corporate office. Responsibilities include managing all escalated incoming customer care issues from our Maui call center, with a particular focus on handling technical support issues. These issues may include handset and smartphone issues, broadband data cards, PC/laptop setup and connectivity issues, and other technical-oriented customer issues.

JOB RESPONSIBILITIES:
· Resolve escalated customer issues from the call center
· Provide Care support to direct/indirect channels
· Field and manage all incoming customer calls to corporate office
· Provide outbound calls to retain at-risk customers
· Develop technical knowledge of MOBI's handsets, smartphones, broadband equipment, and the interactions with consumer PC/laptop setups and configurations to assist in the handling of customer support issues
· Use strong troubleshooting skills to explore MOBI's various systems to determine root causes of customer problems
· Help maintain MOBI's Trouble Ticket and Wiki Systems

ADDITIONAL RESPONSIBILITIES:
· Send outage ALERTs to direct/indirect channels as needed
· Assist the Customer Care Manager in maintaining IDs and passwords for all Mobi systems

QUALIFICATIONS:
· Demonstrate technical knowledge, preferably with wireless handsets and smartphones, broadband cards, PC's/laptops, operating systems
· Strong background in computer systems; strongly prefer experience in the wireless industry
· Ability to listen, evaluate and determine the appropriate action to take and effectively communicate the information to the caller
· Ability to adapt in an environment that is fast paced
· Ability to quickly and efficiently manipulate and maneuver through multiple systems while resolving customer issues timely
· 3 to 5 years customer service call center experience preferred (will consider good candidates with less experience)

Benefits Include: Medical, vision, prescription, dental coverage; paid PTO (personal time off) days and holidays; 401(k); Company subsidized handset and phone service. FLSA Status: Non-Exempt. Rate of pay will be offered based on direct experience related to customer service job history.

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Formerly known as Coral Wireless, Mobi PCS was formed in 2003 to bring innovative communication services to Hawaii. We are Hawaii's only locally based wireless provider that offers unlimited talk & text and includes set data allotments for one flat rate, with no-contract. At Mobi PCS, all our plans are unlimited talk & text with specific data allotments, no contracts and everything is out in the open. You know what you're getting - and for exactly how much. Welcome to a better way of talking. Simple. Smart. Mobi.

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