Job Details

Advantix is a growing telecommunications technology and expense management company staffed with customer enthusiasts, channel champions, techies, analysts, developers and creatives. Advantix thrives on providing clients with innovative solutions and world-class experience with every human interaction.

Specializing in deploying, optimizing, and managing complex telecommunications programs. Advantix's proprietary platform, award-winning solutions and knowledgeable team of experts help organizations lower costs, streamline operations and boost productivity.

Reporting to Advantix's Service Desk Team Lead, and Director, Service Desk. The Specialist Tech Touch Team member will be a dynamic individual who is knowledgeable and passionate about telecommunication solutions and is highly customer-focused and efficient.

Summary:

Service Desk Specialists, Tech Touch manage all levels of service and support to our clients. This client-facing position includes providing telephone customer support to Service Desk clients, maintaining databases, and providing guidance, training, and education to users.

Duties and Responsibilities:

• Receive inbound calls from contracted Service Desk clients.
• Capture relevant customer information to ensure that case information is documented and that adequate follow-up will be delivered to customer.
• Create support ticket for each customer that clearly and effectively defines the support request.
• Provide customer support through guidance, training, and/or education to users on basic customer account or product technical issues.
• Utilize superior multitasking skills to employ numerous resources to research and resolve customer issues.
• Working on all assigned cases to meet agreed service level with all clients. These may be through phone contact, client web portals or via email to case submission.
• Continue self-education to maintain a broad knowledge of wireless solutions, rate plans, complex products and services, and selling skills.
• Maintain a professional image and work environment.
• Ensure positive and professional interaction with internal and external customers on issues.
• Attend all required meetings and training sessions.

Qualifications:

• High School Diploma or equivalent. BA/BS preferred.
• Mobile phone experience is very helpful.
• 1-2 years of successful sales, marketing, training, and/or customer service experience.
• Excellent verbal, written, and interpersonal skills.
• Strong organizational and time management skills.
• Flexible, team-oriented individual.
• Decision making and problem-solving capabilities.
• Ability to present professional image of self and company.
• Personal commitment to provide exceptional customer service.
• Able to use Microsoft suite as well as other computer software programs as required, experience with Salesforce is a plus.

Other:

• Advantix may allocate such additional duties for this position as informed by the Service Desk Team Lead and/or Director as necessary to meet the business needs of Advantix.

Compensation:

Compensation Range: $35,000 - $40,000 annually

Actual annual salary offered to a candidate will be based on a number of variables including work experience, education and skills/ achievements, and will be mutually agreed upon at the time of offer. This position is not eligible for a variable pay component as part of the hiring range.

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision. Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire). In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO. ScanSource also celebrates 10 paid company holidays.

ScanSource, Inc. is an Equal Opportunity Employer

EOE/M/F