We are looking for a service-focused Sr. Customer Service Representative to support heavy inbound troubleshooting calls. This part-time position averages 25-30 hours per week, and is ideal for someone who combines strong communication skills with hands-on technical support and excellent communication skills. The person in this role will help employees get set up successfully, resolve common issues, and keep device and asset records accurate and up to date in an on-site environment.

Responsibilities:

• Manage the handoff of organization-issued wireless devices to employees and ensure each assignment is properly documented.

• Guide users through new device activation and confirm that calling, messaging, and data features are working correctly.

• Prepare mobile devices for use by completing setup tasks such as account access assistance and credentials

• Address routine problems involving activation, connectivity, or device functionality, and route advanced technical or carrier matters to the appropriate teams as applicable.

• Deliver clear and attentive support during in-person pickup and onboarding interactions with employees of varying technical skill levels.

• Work directly with wireless service providers to help resolve provisioning, service, and activation concerns.

• Maintain accurate inventory, assignment, and asset tracking information within internal records and databases.

• Support device lifecycle activities including replacements, upgrades, and exchanges while following established procedures.

• Handle equipment and account information with discretion and maintain confidentiality at all times.

• High school diploma or equivalent and at least 2 years of relevant customer service or wireless support experience.

• Demonstrated ability to provide excellent customer service in a fast-paced, user-facing environment.

• Working knowledge of mobile devices, wireless activation processes, and basic troubleshooting for connectivity and device issues.

• Proficiency with Microsoft Excel, Microsoft Word, and standard Windows PC environments.

• Strong organizational skills with careful attention to detail and accurate record maintenance.

• Ability to explain technical information in a simple, approachable way to users with different levels of technical knowledge in a customer service call center environment.

• Experience with telecom asset tracking systems is preferred but not required.