Technical Support Specialist I — Wireless & MDM Support

Amplix; Norwood (MA); Remote; USD 26,000 - 28,000; Full time

Job summary

Amplix, headquartered in Norwood, MA, is seeking a Technical Support Specialist I to provide friendly phone support for wireless requests from 8:00 a.m. to 8:00 p.m. EST.

You will troubleshoot issues, assist with MDM, process activations, and manage warranty replacements while working with TSS II and SrTSS to meet a 4-hour SLA. Role involves handling client orders, implementing process improvements, managing inventory requests, and ensuring compliance with DS and PI policies.

Qualifications

• High school diploma required.
• Previous customer service experience preferred but not required.

Responsibilities

• Handle incoming wireless requests via telephone from 8:00 a.m. to 8:00 p.m. EST.
• Assist with troubleshooting, MDM support, activations, and warranty replacements.
• Be available for after-hours call outs as needed.
• Manage client order activities, ensuring timely completion within a 4-hour service level agreement (SLA) in collaboration with TSS II and SrTSS.
• Identify, document, and implement at least one measurable process improvement initiative annually.
• Handle inventory requests.
• Ensure all optimization plan changes are completed before the next billing cycle for assigned clients.
• Maintain awareness of and comply with company policies related to Data Security (DS) and Personal Information (PI).
• Report any suspicious activities concerning DS or PI to management promptly.
• Excellent interpersonal, communication and time management skills.
• Astute learner with competent troubleshooting skills.
• Excellent organizational skills with ability to prioritize multiple tasks.
• High functioning computer literacy including Microsoft Office Suite, SharePoint, Excel.

Skills

Customer service

Communication

Time management

MS Office

SharePoint

Excel

Education

High school diploma

Job description

Amplix, headquartered in Norwood, MA, is seeking a Technical Support Specialist I to provide friendly phone support for wireless requests from 8:00 a.m. to 8:00 p.m. EST.

You will troubleshoot issues, assist with MDM, process activations, and manage warranty replacements while working with TSS II and SrTSS to meet a 4-hour SLA. Role involves handling client orders, implementing process improvements, managing inventory requests, and ensuring compliance with DS and PI policies.