Technical Support Specialist I

Job Title : Technical Support Specialist I

Department: Mobility Managed Services

Reports To : Technical Support Specialist Operations Manager

About Amplix

Amplix is a leading technology advisory firm that helps organizations accelerate business transformation through innovative technology. With 3,500+ customers nationwide, we deliver increased speed to value and reduced risk across the full IT ecosystem - from CX, IT infrastructure, cloud, and security to mobility and beyond. Through thousands of advisory engagements, we've influenced and optimized hundreds of millions of dollars in IT spend, helping clients build flexible, scalable, and resilient technology solutions that give them a strategic advantage.

Joining Amplix means becoming part of a team that's shaping the future of IT advisory. Here, you'll have the opportunity to make an impact at scale, grow your career, and be part of a company that values your individual goals as much as our collective mission.

Headquartered in Norwood, MA, with offices and remote employees across the country, Amplix is a national company with a close-knit culture. Our people share a common set of values and a passion for helping clients, partners, and each other succeed.

• Create exceptional experiences with every interaction
• Exemplify integrity, accountability & appreciation
• Improve lives of employees & customers
• Teamwork leads to greatness
• Evolve & innovate

Job Summary

As a Technical Support Specialist I, you'll provide friendly phone support for wireless requests from 8:00 a.m. to 8:00 p.m. EST. You'll troubleshoot issues, assist with MDM support, process activations, and manage warranty replacements, while also being available for after-hours calls if needed. You'll work with TSS II and SrTSS to handle client orders within a 4-hour service level agreement (SLA), implement process improvements, and manage inventory requests while ensuring we meet data security policies.

Duties and Responsibilities

• Handle incoming wireless requests via telephone from 8:00 a.m. to 8:00 p.m. EST.
• Assist with troubleshooting, MDM support, activations, and warranty replacements.
• Be available for after-hours call outs as needed.
• Manage client order activities, ensuring timely completion within a 4-hour service level agreement (SLA) in collaboration with TSS II and SrTSS.
• Identify, document, and implement at least one measurable process improvement initiative annually.
• Handle inventory requests.
• Ensure all optimization plan changes are completed before the next billing cycle for assigned clients.
• Maintain awareness of and comply with company policies related to Data Security (DS) and Personal Information (PI).
• Report any suspicious activities concerning DS or PI to management promptly.

Key Competencies

• Excellent interpersonal, communication and time management skills.
• Excellent customer service skills.
• Strong active listening skills.
• Astute learner with competent troubleshooting skills.
• Excellent organizational skills with ability to prioritize multiple tasks.
• High functioning computer literacy including Microsoft Office Suite, SharePoint, Excel.

Measurements

• Performance will be assessed based on adherence to service level agreements.
• Evaluation will include the average duration of customer interactions.
• Metrics will reflect the percentage of error-free orders processed.
• Assessment will be conducted on the quality of calls handled.

Education/Experience

• High school diploma required.
• Previous customer service experience preferred but not required.

Certifications

• None required.

Compensation

The compensation range for this position is $19.00-$20.00 USD. The target hiring range for this role 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 our ability to hire at different titles and levels depending on background and experience. The company reserves the right to offer additional compensation at its discretion, for example, in the form of a discretionary bonus or sales commission.

Amplix does not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by federal, state, or local law.