Client Support Specialist 2 | Work from Home

Connext Global Solutions Inc; Central Luzon; Remote; PHP 2,682,000 - 4,215,000; Full time

Benefits offered by this job

Life insurance

HMO Insurance

Perfect Attendance Bonus

Night differential 25%

Work from Home

Job summary

Connext Global Solutions Inc is seeking a Client Support Specialist 2 to provide advanced technical support for a US client. The role handles complex mobile device issues, carrier services, and SLA adherence from a remote setup.

Night differential of 25% is offered, along with life and HMO insurance, perfect attendance bonus, and work-from-home flexibility. You will resolve escalated tickets, document root causes, and collaborate with internal teams and carriers to ensure timely resolution and

Qualifications

• Minimum of two years of experience in customer service or technical support.
• Experience supporting mobile devices (iOS and Android) and troubleshooting technical issues.

Responsibilities

• Resolve advanced technical issues related to mobile devices, carrier services, provisioning, and network connectivity.
• Diagnoses and troubleshoots complex issues including device configuration, SIM/network problems, and MDM/EMM-related concerns.
• Handles escalated support tickets requiring in-depth analysis, research, and multi-step resolution.
• Communicates with customers and internal teams via phone, email, chat, and ticketing systems to provide timely updates and resolution.
• Documents root causes, troubleshooting steps, and resolutions clearly within the ticketing system.
• Collaborates with carriers, vendors, and internal teams to resolve recurring or system-level issues.
• Performs root cause analysis and identifies trends to prevent recurring technical issues.
• Manages multiple support cases simultaneously while maintaining SLA adherence.
• Explains technical issues and solutions clearly to non-technical users.
• Maintains strong attention to detail when documenting issues and handling customer interactions.
• Applies standard troubleshooting procedures and continuously improves support processes.
• Performs other support-related tasks as assigned.

Skills

Customer service

Technical support

Mobile devices support

Job description

Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Client Support Specialist 2 who will be working with Connext's Client in the United States of America.

What's in it for you?

• Competitive compensation

• Perfect Attendance Bonus

• Life insurance

• HMO Insurance

• Great company culture

• 25% Night Differential

• Work from Home!

What is the job?

The Client Support Specialist 2 is responsible in providing advanced technical support for mobile devices and carrier services, resolving complex issues across multi-carrier environments. The role ensures timely issue resolution, accurate documentation, and high-quality customer support.

Responsibilities:

• Resolve advanced technical issues related to mobile devices, carrier services, provisioning, and network connectivity.
• Diagnoses and troubleshoots complex issues including device configuration, SIM/network problems, and MDM/EMM-related concerns.
• Handles escalated support tickets requiring in-depth analysis, research, and multi-step resolution.
• Communicates with customers and internal teams via phone, email, chat, and ticketing systems to provide timely updates and resolution.
• Documents root causes, troubleshooting steps, and resolutions clearly within the ticketing system.
• Collaborates with carriers, vendors, and internal teams to resolve recurring or system-level issues.
• Performs root cause analysis and identifies trends to prevent recurring technical issues.
• Manages multiple support cases simultaneously while maintaining SLA adherence.
• Explains technical issues and solutions clearly to non-technical users.
• Maintains strong attention to detail when documenting issues and handling customer interactions.
• Applies standard troubleshooting procedures and continuously improves support processes.
• Performs other support-related tasks as assigned.

Qualifications:

• Minimum of two (2) years of experience in customer service or technical support roles.
• Experience supporting mobile devices (iOS and Android) and troubleshooting technical issues.