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Tech Support Representative I
Ref No.: 18-11983
Location: Orlando, Florida
Scope of Work
Technical Support Representative I is responsible for troubleshooting and resolving customer issues, including identifying user errors, unit issues, RF abnormalities and network related problems. Responsible for maintaining the troubleshooting process for customers (internal and external) reported issues. Acts as a liaison between Engineering, Operations, Sales, Marketing, Customer Care, Corporate Engineering and our customers. Coordinates Technical Support Field Engineers customer visits and field testing activities. Performs 1st line diagnostics on subscriber network trouble tickets. High School diploma or equivalent. 1-3 years wireless industry work experience.

Other Skills
Must be willing to work any shift between 7M through Midnight including weekends and holidays.

Troubleshooting and resolution of customer problems, including identifying user errors, unit issues, and network related problems. Responsible for maintaining the trouble reporting process for customer reported troubles (external); identifying and resolving critical customer service affecting problems, performs liaison activities between RF Engineering, Operations, Customer Care and Corporate Engineering. Participates in market level personnel and customer care notification process on unscheduled system outages. Resolves subscriber network troubles using trouble management software tools. Performs first-line diagnostics on subscriber network trouble tickets. Updates trouble ticket status throughout the trouble resolution process.

Regards
Harshit Shrimali
Harshits@lancesoft.com
703-889-6836