Amplix is hiring a Senior Technical Support Specialist onsite in Westerville, OH. This role supports end-users and high-profile clients across multiple channels, with opportunities to expand into Level 2 skills and contribute to process improvements. Compensation is $20.79 to $24.20 per hour.
What you’ll do
In this position, you’ll deliver comprehensive Level One support while helping manage real-time customer communication and complex account updates. You will assist with Coach Call Queue and Coach Teams Chat, troubleshoot and resolve escalations, and provide specialized assistance for order support. The role also includes high profile client management and may include after-hours call support as expected.
- Provide support for Coach Call Queue and Coach Teams Chat.
- Handle end-user escalations within the team.
- Support specialized order requests.
- Manage client onboarding.
- Deliver backup support to the Technical Support Team for wireless requests received by telephone daily from 8:00 a.m. to 8:00 p.m. EST.
- Complete complex optimization plan changes for assigned clients prior to the next bill cycle for all carriers.
- Implement process improvements, including documentation and ongoing support.
- Maintain current awareness of Data Security (DS) and protection of Personal Information (PI), and perform all duties in compliance with company policies.
- Report any suspected or uncovered DS/PI suspicious activity to management as soon as it is identified.
- Continue learning and development of Level 2 skills for growth.
What we’re looking for
- High school diploma.
- Must meet minimum requirement of 4 out of 5 for eligibility.
- 6 months of employment (manager exceptions could apply).
- Maintain an average soft skill performance over the last 6 consecutive months.
- Maintain an average error-free target over the last 6 consecutive months.
Key competencies
- Attention to detail
- Communication skills (verbal and written)
- Problem analysis and problem solving
- Planning and organizing
- Solid judgment and decision-making
- Teamwork
Performance focus
Performance measurements align with attention to detail, communication skills (verbal and written), problem analysis and problem solving, planning and organizing, solid judgment/decision making, and teamwork.
Compensation
The compensation range for this position is $20.79 to $24.20 USD (hourly). The target hiring range may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. The posted range reflects the company’s ability to hire at different titles and levels depending on background and experience. Additional compensation may be offered at the company’s discretion, such as a discretionary bonus or sales commission.
