Technical Support Specialist
Stratix is a trusted advisor to industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to leverage their mobile investments, providing high-value services that drive competitive differentiation.
Position Summary
As a Technical Support Specialist at Stratix, you will be at the forefront of delivering exceptional support for our proprietary software and hardware products. Leveraging over four decades of expertise in mobile technology, you will provide comprehensive technical assistance via phone, email, chat, and web portal to our external customers. You will also be responsible for desktop and software systems support. In addition to handling customer inquiries and issues, you will track, route, and coordinate escalations with internal teams and external vendor/OEM support. Your role will be crucial in shaping the call center’s operations, including the development and implementation of processes and procedures. This position reports to the Manager, Mobile Operations Center.
Key Responsibilities
- Deliver first-tier support for troubleshooting and resolving software and hardware issues for both internal and external customers.
- Accurately document all support interactions in the call tracking/ticketing system, ensuring timely follow-ups and managing escalations to technical and non-technical resources.
- Capture and document effective solutions to contribute to the knowledge base.
Key Accountabilities
- Achieve and maintain performance metrics such as availability, adherence, and quality assurance.
- Provide world-class customer service on every call, consistently receiving positive survey feedback from end users.
- Effectively handle and troubleshoot requests from end users, maintaining a first-level resolution rate of at least 85%.
- Be available to work shifts at any time or day of the week within our 24×7 support center.
Note: This list is not exhaustive, and additional duties may be assigned as needed.
Knowledge, Skills, and Abilities
- Flexible Work Schedule: Must be able to work any time, any day. Candidates with schedule restrictions will not be considered.
- Device Expertise: Strong understanding of iOS and Android devices, including iPhones, iPads, Samsung devices, and tablets.
- Technical Knowledge: Proficiency in wireless and data transmission.
- Problem-Solving: Excellent troubleshooting and root cause analysis skills, with a hands-on approach to resolving issues.
- Communication Skills: Outstanding verbal and written communication abilities, with a professional demeanor.
- Process Adherence: Ability to follow detailed processes and documentation requirements.
- Prioritization: Skilled in prioritizing issues according to service level agreement policies.
- Microsoft Office: Proficiency in Microsoft Office applications; advanced skills are a plus.
- Team Collaboration: Effective teamwork skills and the ability to interact well in a collaborative environment.
- Customer Interaction: Strong customer communication and coordination skills are essential.
- Language Skills: Fluent in English is required. Bilingual in French or Spanish is preferred.
