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RAB Aggregator, LLC

Technical Support Specialist I

RAB Aggregator, LLC
Westerville, OH $19 - $20/hr Full time Posted 27d ago
Computer Skills Customer Service Customer Support End User Support Help Desk Support Information Technology (IT) IT Services Microsoft Excel Microsoft Office Mobile Device Management Office Suite Office Tools Phone Support SharePoint Specialist Technical Support Wireless
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Job Description

RAB Aggregator, LLC is hiring a Technical Support Specialist I to provide responsive, friendly phone support for wireless requests at their onsite location in Westerville, OH. In this role, you’ll help customers and coordinate key service activities while supporting order completion targets and ongoing data security expectations.

Support coverage runs 8:00 a.m. to 8:00 p.m. EST, and the work includes troubleshooting, device and service assistance, and timely follow-through on client requests.

What you’ll do

  • Answer incoming wireless requests by telephone from 8:00 a.m. to 8:00 p.m. EST.
  • Provide support with troubleshooting, MDM support, activations, and warranty replacements.
  • Be available for after-hours call outs as needed.
  • Manage client order activities, ensuring 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 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 activity involving DS or PI to management promptly.

Required qualifications

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

Tools and technologies

  • Microsoft Office Suite
  • SharePoint
  • Excel

How performance is evaluated

  • Adherence to service level agreements.
  • Average duration of customer interactions.
  • Percentage of error-free orders processed.
  • Quality of calls handled.

Key competencies

  • Excellent interpersonal, communication, and time management skills
  • Strong customer service skills
  • Strong active listening skills
  • Ability to learn quickly and troubleshoot effectively
  • Excellent organizational skills and ability to prioritize multiple tasks
  • High functioning computer literacy, including Microsoft Office Suite, SharePoint, and Excel

Compensation

The compensation range for this position is $19.00-$20.00 USD per hour.

Education: High school diploma
Location: Westerville, OH (onsite)
Certifications: None required

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