Technical Support Agent
Georgia Staffing
Job Title
First-level support for cellular users in a call center environment. Serve as the initial support contact for customers experiencing issues with device setup, technical issues, SIM activation, call/text/data problems, and general service questions. Follow scripted workflows and troubleshooting guides to resolve common wireless service issues. Walk customers through steps such as resetting network settings, completing APN updates, reinserting SIMs, rebooting devices, and verifying account details. Provide technical support when problems involve backend provisioning, network outages, number porting errors, or complex device failures. Assist with basic account-related questions including plan details, feature availability, and device compatibility checks (IMEI/ESN). Process and document all interactions within the company's ticketing/CRM systems with accuracy and clarity. Provide friendly, patient, and clear communication—translating basic technical steps into easy instructions for customers. Follow compliance, quality, and performance standards set.