Technical Support Agent - Boise, ID

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WDS Global provides services that are focused on the wireless communications market.  The delivery of expertise to our customers is through a framework of services that include call-center support, education, testing, device management and consultancy. 

 

The aim of WDS Global is to provide wireless carriers, device manufacturers and application vendors alike with a process enabling continuous improvement in the pre-launch, launch and support of non-voice propositions.  This is achieved through the provision of knowledge-based tools and support services.  To this end, the last 5 years has seen our focus for expansion centers on the delivery of our mission statement:

 

Using our expertise and creativity, WDS Global will accelerate the growth in the mobile services market by refocusing customer service from problem management to problem prevention

 

WDS Global employs over 1000 people and has been operating for over 10 years.  We offer services globally through our 5 main operational centers in the UK, USA, Singapore, South Africa and Australia.  We also have sales offices in Spain, Romania, and Dubai.

 

The Americas Region headquarters office is located in Kirkland, Washington and is the largest center of operations for WDS Global.  We are currently seeking to fill open positions for Technical Support Agents.

 

Technical Support Agent Job DescriptionDuties & Responsibilities

 

To maintain current customer service level agreements by efficiently answering and troubleshooting telephone queries, e-mails and other media interactions for customers who use wireless data products and services.

 

Troubleshoot hardware/software issues, identify Network/application issues, provide information on how to set-up/use products, and answer pre-sales questions.

 

 

To provide our clients with a high level of technical service that ensures WDS Global remains world leaders in its operations.

 

Provide exceptional customer service to internal and external customers.

 

Use trouble ticketing system for tracking customer interactions and problem resolution.

 

Use various administrative tools and online resources for troubleshooting and answering customer questions.

 

To aid self development by familiarizing self with all applicable wireless data products; after initial intensive training, responsible for own learning process on data cards, phones, connectivity equipment, network services, computer hardware, forthcoming products and services and communications software.

 

Be aware and assist with meeting contractual service levels and client satisfaction.

 

Work with Supervisor, Lead and a colleague to make sure maximum phone coverage is available at all times including lunches, holidays, testing, training, etc.

 

Contribute ideas to formal forum groups or informally to ensure that WDS Global continues to improve its effectiveness and environment.

 

Given fair notice, attend training sessions and team meetings.

 

To ensure integrity and confidentiality are maintained through appropriate phone techniques, systems and commercial awareness.

 

Gathering knowledge and Testing to facilitate higher knowledge levels and maintain WDS Global key market advantage, follow testing procedures for mobile data equipment and software as required and enhance the Knowledgebase with new articles based on the testing process in accordance with defined guidelines.

 

To ensure that the office environment is kept in an efficient working state by keeping the desk and surrounding areas tidy and clean to aid in the implementation a paperless office strategy by minimizing paper use and utilizing office intranet applications.

 

Uphold and support the WDS Global Values.

 

Other duties as assigned.

 

 

Candidate Qualifications:

 

Training/Education: High School Diploma, GED, or relevant job experience required

 

Customer service focus required

 

Flexibility to work various shifts including weekends

 

Advanced aptitude and knowledge of PC hardware and software, with experience in multiple operating systems

 

Experience in a wireless carrier support organization or Help Desk role

 

Experience with Microsoft Office and creating/maintaining documents

 

Strong communication and leadership skills

 

Analytical thinker

 

Attention to detail

 

Problem solving skills

 

Wireless industry skills, with specific focus in wireless data network infrastructure, components and services preferred

 

GSM, and/or Wireless LAN support experience preferred

 

Technical certifications (Microsoft, A+, Network+) preferred

 

Minimum 6 months experience focused on wireless data technical problem solving and customer service strongly preferred

 

Advanced understanding of internet connectivity (i.e. TCP/IP networking terminology, web [HTTP] and email [POP3/IMAP/Exchange/SMTP] protocols) strongly preferred

 

WDS Global Values

 

I delight my customers

 

Every decision is made with my customer in mind

I am focused on my customers goals

 

I am part of the team

 

My success depends on the success of my customers and my team

I own the results of our actions

 

I take pride

 

I take pride in all I do

I care, for me it’s personal

 

I am passionate about what we do

 

My expertise will provide solutions to problems

I take action and deliver results

 

You can count on me

 

I do what I say I will do

I am accountable to my customers and my colleagues

 

 

If this describes you, then apply electronically today!









 

Email:   recruit@us.wdsglobal.com

Web:  www.wdsglobal.com