Technical Support Specialist II - Mobility Team Unity BPO 12 reviews -
Albuquerque, NM The primary responsibilities of the Enterprise Mobile
Device and Applications Specialist are to provide support for all Tier I
Customer Success Specialists unresolved tickets in the form of
follow-ups, additional troubleshooting, routing to correct teams, and
identifying knowledge opportunities in a Tier 2 capacity. This role is
responsible for identifying trends within service issues and determine
ways to resolve those issues, reducing the overall negative impact to
UnityBPO and the client. Tier II is responsible for re-working
incorrectly assigned, incomplete or otherwise lacking tickets received
from other support teams in such a way that they meet quality standards.
This role is also responsible for monitoring and evaluating client
environment changes including hardware or process changes and
determining impact to operations and providing proactive process changes
to minimize disruption for both UnityBPO and the client. Tier II should
provide procedural and technical over-the-phone computer end-user
support, dispatch service requests, and escalate issues to appropriate
points of contact defined within the support organization with the
highest level of customer satisfaction. ESSENTIAL DUTIES,
RESPONSIBILITIES and QUALIFICATIONS To perform this job successfully, an
individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge,
skill, and/or ability to be a Quality Assurance Specialist. Reasonable
accommodation may be made to enable individuals with disabilities to
perform the essential functions. JOB DUTIES INCLUDE THE FOLLOWING: *
Create and manage profiles for MDM, MAM, MCM using the VMware
AirWatch\Workspace ONE EMM platform in a multi-tenant environment *
Advise on mobility architecture and implement device features and
restrictions for project based smart devices * Create and manage
security profiles using the AirWatch\Workspace One EMM platform *
Provide 2nd level, sometimes 1stlevel, technical support for
smartphones, tablets and associated peripherals and accessories * Assist
with smart device deployment projects * Work directly with client
technical contacts for implementation projects * Provide reports on
devices out of compliance with standard configuration * Submit monthly
usage data to VMware Aggregator * Assist with asset inventory management
by as needed by entering or modifying devices in the asset inventory
database and managing the distribution of acceptance and return receipts
- Respond to service desk tickets in a timely manner * Document work
done thoroughly in ServiceNow ITSM platform and/or other client-based
ITSM platforms * Contribute to Knowledge Base articles created or
updated in ServiceNow ITSM platform and/or other client-based ITSM
platforms * Review all unresolved tickets created by Tier I Customer
Success Specialists. * Report Quality opportunities for improvement to
the Training and Quality Consultant, Service Desk * Coach analysts
regarding minor quality issues in coordination with the Training and
Quality Consultant, Service Desk, CS Manager, and log those
conversations for leadership feedback * Provide floor support for Tier 1
Customer Success Specialists, as requested * Rework tickets sent back to
Service Desk from cross-functional teams, correcting any issues
described * Respond to live call availability alerts (Domo Alerts), when
needed * Monitor and coordinate offline work such as reassign, request,
and incident queues and others as they appear * Attend and participate
in assigned client meetings as necessary * Assist with monthly ticket
reviews as needed * Track and coordinate collector incidents * Provide
support that meets or exceeds SLA requirements * Advise the Customer
Success Manager or Lead of performance issues within the team *
Participate in the on-call process as required * Resolve escalated
customer calls, when necessary * Assist with training new hires, new
afterhours team members, or new Tier II team members * Perform all other
duties and tasks as needed or assigned. Qualifications/Experience: * 2+
years supporting smartphones and tablets running Apple iOS and Google
Android Operating Systems for various OEM platforms * A strong
understanding Enterprise Mobility Management technology and concepts *
Experience implementing and upgrading EMR/EHR solutions, including
design, configuration, training, and rollout for multi-state, multi-site
organizations * Experience implementing and supporting EMR/EHR Point of
Care (POC) solutions and related device management * Experience
providing or leading EMR/EHR support * Experience with EMR/EHR ad-hoc
and custom report design and development * A proven history with solving
complex EMR/EHR data and user-related issues * A proven history
documenting, designing, and implementing EMR/EHR system-associated
process changes * Experience and/or education in clinical or operational
informatics preferred * Experience within Service Desk
operations/environment * Practical experience with Service Desk ticket
tracking systems * Experience with performance metric expectations
through industry best practices * Experience with Service Level
Agreements (SLAs) in relation to analyst performance PREFERRED
EDUCATION, CERTIFICATIONS/ LICENSES and TRAINING * Associates degree
with two years training and/or quality assurance experience preferred *
High School Diploma or G.E.D. equivalent with three years related
experience and/or equivalent combination of education and experience *
Ability to evaluate alternative mobile solution architecture components
and provide recommendations * Familiarity with data center technologies
and/or wireless networking technologies * VMware AirWatch\Workspace ONE
certification a plus KEY COMPETENCIES: * Communication presents oneself
clearly and articulately when speaking with an individual or before a
group assuring that others fully comprehend the intended message. *
Drive for results demonstrates concern for achieving or surpassing
results against an internal or external standard of excellence. Shows a
passion for improving the delivery of services with a commitment to
continuous improvement. * Planning & Organizing/Time Management sets
priorities with an appropriate sense of what is most important and plans
with an appropriate and realistic sense of the time demand involved. *
Service demonstrates strong commitment to meeting the needs of
co-workers, managers or clients striving to ensure their full
satisfaction * Customer Focus: makes customers and their needs a primary
focus of ones actions. Develops and sustains productive customer
relationships. Readily readjusts priorities to respond to pressing and
changing customer demands. Quickly and effectively troubleshoots and
solves customer problems. Additional skills, experience,
responsibilities that may pertain to this job for this contract/area: *
Critical thinking ability to use logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or
approaches to problems * Deductive reasoning ability to apply general
rules to specific problems to produce answers that make sense *
Excellent inter-personal skills including the ability to work with
individuals at all levels of the organization * Strong analytical and
problem solving skills * Ability to effectively prioritize and execute
in a high-pressure environment * Ability to independently set priorities
and meet deadlines in a fast paced environment; a self-starter * Create,
review and modify service desk processes for accuracy and efficiency *
Ability to work both independently and as part of a team * Ability to
travel via a major US airport for client onboarding, projects and
meetings * Consulting and/or healthcare experience would be a plus, but
not required Work Conditions: * Required to sit for extended periods of
time * Ability to operate a computer keyboard, mouse and to handle other
computer components * May be asked to lift/transport moderately heavy
objects, such as computers, devices and peripherals Disclaimer * The
preceding job description has been designed to indicate the general
nature and level of work performed by employees within this
classification/job function. * It is not designed to contain or be
interpreted as a comprehensive inventory of all duties, responsibilities
and qualifications required of employees assigned to this position. Job
Type: Full-time Experience: * Mobile Device: 2 years * Technical
Support: 2 years * Service Desk: 2 years Location: * Albuquerque, NM 3
hours ago - save job