What are the responsibilities and job description for the Technical Support Specialist position at Compunnel Inc.?
Job Summary
The Technical Support Specialist provides frontline support for telecom products, with a focus on mobile devices. This role requires strong communication skills to interact with senior leadership and CX-level stakeholders, as well as technical proficiency to troubleshoot issues effectively. The specialist will also support incident management, reporting, and on-call rotations to ensure 24/7 coverage when required.
Key Responsibilities
- Provide technical support for telecom products, especially mobile devices.
- Troubleshoot issues and communicate solutions clearly to CX-level stakeholders and leadership.
- Utilize ServiceNow for incident management and tracking.
- Perform data analysis and reporting using MS Excel.
- Work scheduled hours (7:00 AM – 4:00 PM CST, Monday to Friday).
- Participate in on-call rotation to provide 24/7 support for escalated incidents (x-matter calls).
- Collaborate with peers and managers to ensure timely resolution of technical issues.
Required Skills & Experience
- Basic technical knowledge of telecom products and mobile devices.
- Strong communication skills with confidence in engaging senior stakeholders.
- Prior experience with ServiceNow preferred.
- Working knowledge of MS Excel.
- Ability to work independently and in a team environment.
- Flexibility to support on-call rotations and extended hours when required.
Work Environment
- Standard office and remote support environment.
- Requires availability during business hours and occasional after-hours support.
- Fast-paced, customer-focused setting with direct interaction with leadership.