CustomerHD is a pre-launch startup cell phone service provider building a dynamic and customer-focused support team. The Technical Support Specialist will provide expert-level technical support for cell phone hardware, software, and connectivity issues, while also contributing to the development of a high-performing customer experience team.

Responsibilities

• Provide expert-level technical support for cell phone hardware, software, and connectivity issues
• Troubleshoot problems across various mobile devices, operating systems, and network environments
• Assist customers with device setup, mobile applications, account-related inquiries, and connectivity concerns
• Document customer interactions accurately and professionally
• Collaborate with leadership to develop troubleshooting guides, knowledge base articles, and support workflows
• Identify recurring issues and recommend process improvements
• Support the training and development of new team members
• Serve as a technical resource for agents and assist with escalated customer concerns

Skills

• Minimum of 1 year of call center experience
• Strong technical support background with experience troubleshooting cell phones and mobile devices
• Experience troubleshooting mobile applications
• Experience troubleshooting hardware and software issues
• Experience troubleshooting network and connectivity problems
• Knowledge of Android and iOS operating systems
• Familiarity with mobile networks, Wi-Fi, data connectivity, and device settings
• Strong communication skills with the ability to explain technical concepts in a clear and simple manner
• Excellent problem-solving and analytical skills
• Ability to work independently in a fast-paced environment
• Experience creating process documentation, training materials, or knowledge base content
• Startup or telecommunications industry experience is a plus

Benefits

• Opportunity to grow into a dedicated SME role as the company expands.
• Career advancement opportunities within a growing organization.
• Collaborative and innovative work environment.
• Chance to help build processes and shape the future of the support team from the ground up.
• Hybrid remote in Raleigh, NC 27612

Company Overview