Technical Support Specialist

Help Desk - Mobile Content Services

ClearSky Mobile Media is a leading provider of mobile data services and compelling content for tier 2 and tier 3 cellular operators throughout the Americas. ClearSky provides managed services covering all aspects of mobile entertainment and information including mobile browsing, MMS messaging, billing integration, storefront management, and content distribution and management. ClearSky offers an entrepreneurial environment and growth opportunities for motivated individuals who want to share in the company's success. For further information, visit www.csky.com.

We are seeking a skilled Technical Support Specialist, to be based at the company's Orlando headquarters.

Roles and Responsibilities

• Handle incoming customer requests for service via telephone and web-based trouble ticket system.
• Perform triage and coordinate service response with customers and internal resources.
• Manage incident response including problem recognition, analysis, resolution and follow-up.
• Ensure escalation to senior level, as appropriate.
• Supervise system availability and reliability.
• Assist network operations team with system maintenance.
• Update knowledge base with process changes and recommended solutions.
• Participate in after-hours technical support rotation (approximately 1 week/month).

Qualifications

• Previous experience in technical customer support and/or service management.
• Excellent customer service skills, a clear, understandable phone manner, and a service-oriented attitude.
• Strong troubleshooting skills, excellent attention to detail, and the ability to work within tight deadlines.
• Flexibility to work with rapidly changing requirements is a necessity.

• Experience with on-line customer support applications.
• Previous experience in the cellular industry, especially mobile data services.

Education