Job Title: Senior Technical Support Specialist

Department: Mobility Managed Services

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

The Senior Technical Support Specialist I is responsible for providing comprehensive Level One support, including assisting with Coach Call Queue and Teams Chat, handling end-user escalations, and managing specialized order support. This role involves high-profile client management and may require after-hours call support. The Specialist will also provide backup to the Technical Support Team for wireless requests, manage complex optimization plan changes, and implement process improvements.

Duties and Responsibilities

Coach Call Queue Support/Assistance
Coach Teams Chat Support
Handle end-user escalations within team
Specialized Order Support
High profile client management
After hours call out could be expected
Provide back up support to Technical Support Team for wireless requests that come in via telephone daily
from 8:00 a.m. to 8:00 p.m. EST. (client calls)
Management of complex optimization plan changes are completed before the next bill cycle for all carriers
for each client as assigned.
Process Improvements implementation, documentation and support
Maintain a current and continuing awareness of all Company policies related to Data Security (DS) and the
protection of Personal Information (PI). Perform all job duties in a manner that complies with those
policies. Report any suspicious activity as it relates to DS and/or PI to Management as soon as it is
uncovered or suspected.
Client onboarding
Learning and development of level 2 skills for growth

Key Competencies

Attention to detail
Communication skills - verbal and written
Problem analysis and problem solving
Planning and organizing
Solid judgment/decision making
Teamwork
Attention to detail
Communication skills - verbal and written
Problem analysis and problem solving
Planning and organizing
Solid judgment/decision making
Teamwork

Performance Measurements

Attention to detail
Communication skills - verbal and written
Problem analysis and problem solving
Planning and organizing
Solid judgment/decision making
Teamwork

Education and Experience

High school diploma
Must meet minimum requirement of 4 out of 5 for eligibility
6 months of employment (Manager exceptions could apply)
Maintaining average soft skill over last 6 consecutive months
Maintaining average error free targets over last 6 consecutive month

Certifications/Licenses

None required.

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.

Compensation

The compensation range for this position is $20.79 to $24.20 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.

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