Shire Jobs

Technical Support Specialist

Location: Dearborn, MI/Hybrid Duration: 24 Months Description: Collaboration Services is seeking a Cellular Service Specialist to join our Fulfillment Team and deliver top-notch support. Reporting to the Collaboration Services Fulfillment Supervisor, you will be responsible for: Providing Best-in-Class Customer Support: Troubleshooting and resolving cellular issues: You'll be the SPOC for Client employees experiencing problems with their corporate mobile devices, both hardware and software. You'll use your excellent communication skills to understand their needs, provide clear solutions, and follow up to ensure their satisfaction. Keeping track of performance: You'll generate weekly reports detailing the volume and types of requests and incidents received, helping us identify trends and opportunities for improvement. You'll create and maintain a comprehensive library of support documentation, empowering both our team and Client employees with the information they need. You'll manage our mobile device fulfillment queues, ensuring timely and accurate processing of requests. Hands on and Collaborative: Delivering and activating devices: You'll deliver phones to customers within the Dearborn offices and guide them through their first-time activation. Updating customer information: You'll be responsible for updating customer details in both the cellular carrier and Managed Services portal. Meet with customers, suppliers, and Client Collaboration Services Product team, Engineering team and Operations to evaluate products Skills Required: Understanding of Cellular services and features, Cellular devices, Cellular carriers. Understanding of Apple Iphone Ability to deliver great customer experience Recognize problems/issues and take ownership to resolve within established SLA’s Technical support experience related to mobile devices Excellent written and verbal skills Ability to effectively multitask. Proficient in providing metrics and daily reports associated with cellular services Outstanding MS Excel and SharePoint skills Supplier Relationship experience Strong analytical and solution/critical thinking skills Success in team environments Strong people skills a good listener, and empathetic. Experience in Customer Support Cellular Operations Customer Service Mobile Products Managing support Queues Skills Preferred: Experience with secondary Microsoft Tools (Visio, Access, Project, etc.). Self-motivated and a strong “can do” attitude with a willingness to learn, understand, and adopt. Be able to manage multiple queues and assignments with little day-to-day oversight. Experience in working in a “fluid” environment. Be able to shift thinking and tasks in a moment notice. Excellent project management skills with an ability to plan and implement daily tasks. Vendor Management Education Required: High School Diploma Associate degree Working on Bachelor's degree

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.