Milestone Technologies, Inc.

Contact Center Support, Android HW Agent

Job ID
2017-5401
# of Openings
1
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
Customer Service

Overview

Android HW Agents function as the level 3 support team for Android devices purchased through the Google Play store.  The role is customer facing, answering escalated cases and calls from the Tier One/Two support teams.  Document and update relevant case information, troubleshoot consumer inquiries with the intent of resolution. Good communication and interpersonal skills are important so the agent can effectively work with internal groups and our client’s end users.

Responsibilities

  • Ensure excellent customer satisfaction
  • Take ownership of case and provide best effort support, no matter the inquiry.
  • Assist users with Order Processing and General Inquiries.
  • Assist users on technical issues via phone/email/chat.
  • Respond appropriately to customer or Tier 1 escalations.
  • Work with other agents to resolve or properly close tickets.
  • Responsible to follow the direction of management and provide feedback.
  • Triage the Email Support Queue for routing to Partner, as needed.
  • Manage an individual ticket queue.
  • Makes outgoing calls as needed.
  • Openness to work flexible hours as required (may include evenings, weekends and/or holidays).
  • Files bugs on emerging issues.
  • Creates Knowledge Base documentation.
  • All other tasks as assigned.

Qualifications

Required Skills

  • Experience with troubleshooting hardware devices running Android OS.
  • Familiarity/aptitude with Chrome OS, Android, Nexus, Play, and/or Google Applications (including Drive, Gmail, and Calendar.)
  • Strong knowledge of Android OS and mobile devices connectivity
  • Knowledge of operating systems (Android, Windows, OSX, Chrome OS)
  • Experience troubleshooting wireless standards (3G, 4G, WiFi, BT, SSO, VPN, LTE)
  • Familiarity in browser, mobile apps technology, and apps/digital content management.
  • Familiarity pulling and translating logs from terminals
  • Familiarity managing computer/OS processes; Plug-ins, Extensions, Memory management
  • Background with different internet apps, protocols (i.e. HTTP) & technologies

 

Additional Skills

  • Excellent teamwork skills.
  • Aptitude to learn new hardware & software quickly.
  • Experience with CRM systems preferred but not required.

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