Alorica Technical Support Associate (Field Service Support) in Simpsonville, South Carolina

Long-established technology company is seeking self-motivated individuals with strong technical and social skills to help support a broad client base. Employees will be primarily involved in supporting break-fix of mobile devices in a contact center. Employee will report to a manager and should be able to work well with clients as well as existing staff. This position is primarily responsible for driving high levels of customer satisfaction. This position will be required to analyze, research, resolve and document Tier 2 IT supportable issues on mobile devices, third party hardware/software while providing quality customer service. The persons filling this position will be expected to display a high level of independent problem-solving skills and should be able to ask probing questions to resolve complex issues in addition to being broadly experienced. The person in this role must be able to time manage and deliver projects on a deadline while keeping up with the daily workflow.

Responsibilities

  • Providing professional grade customer service experience to our customers.

  • Resolve customer issues relating to equipment problems by fixing phones, tablets and other consumer electronics by determining the most effective repair method.

  • Acts as liaison between end users, technical support personnel and vendors for concerns, technical information, maintenance and repair service needs until problem resolved

  • Meet or exceed key performance objectives including service and repair metrics.

  • Asking probing questions to determine the nature of an issue and walking customers through problem-solving activities with an eye to resolving as many issues as possible at Tier 2 level.

  • Self-Driven to produce solid documentation around the procedures you use to resolve issues.

  • Able to work independently and in a team environment.

  • Strong written, oral and interpersonal skills with a demonstrated ability to communicate with outside vendors and internal staff.

Work Environment:

• Constant work performed in a climate controlled, call-center environment

• Constant usage of phone and computer systems

Physical Demands:

• Constant sedentary work


  • Qualifications*

  • High School Diploma or GED required; graduation from a college with an Associate’s degree preferred

  • 6+ months Customer service experience

  • 6+ months experience diagnosing, troubleshooting, or repairing technology products

  • Subject matter expert level of knowledge of smart phone use, Android OS and strong background of electrical theory

  • Ability to diagnose and provide resolutions to device hardware and software issues.

  • Mobile phone repair experience preferred

  • Strong ability to prioritize and multi-task in a fast-paced environment

  • Being familiar with network operating system, software and hardware.

  • Must possess a strong ability to multi-task and work in a deadline driven environment.

  • Must possess the skills to synthesize information, distill relevant facts and reach logical conclusions.

  • Call center and/or customer service experience preferred.

  • Work Environment:*

• Constant work performed in a climate controlled, call-center environment

• Constant usage of phone and computer systems

Physical Demands:

• Constant sedentary work