Tier 1, Technical Support

The Tier 1, Technical Support is responsible for providing technical support, helpful information, answering questions and responding to customers’ issues and complaints about KORE’s products and services.

This role works in close collaboration with other Tiers and cross-functional units to ensure all technical requirements are fully understood and all requests are promptly driven to resolution. They are the front line of support for clients and customers and ensure that KORE’s customers are satisfied with products, services, features and level of support.

• Provide the first line of customer technical support
• Respond to customer requests/inquiries for support via ticket and phone
• Identify customer’s needs and provides concise, accurate, and complete resolutions
• Process all customer requests accurately and within defined Service Level guidelines
• Provide technical support for KORE’s products and services
• Use KORE-proprietary and/or third-party applications to perform:
• Activations/De-activations/Suspensions
• Status verifications, resets, and transfers
• Plan change requests, Swaps SIM/MSISDN, VPN setup and maintenance
• Data usage reports, API requests, Account suspension/deactivations
• Log all incidents/request details, as well as allocate categorization, priority and severity levels including verifying resolution with the customer
• Keep customers informed of status based on severity level update cadence
• Escalate unresolved incidents to appropriate Tier 2 / Tier 3 support groups or as defined by process
• Identify and escalate not prioritized customer issues to GTS management for resolution
• Resolve customer requests/issues to ensure total customer satisfaction
• Educate customers through instruction on customer-facing tools and individual product websites and user portals
• Test/troubleshoot/ replicate customer issues
• SIM Order Processing (Melbourne team)
• Maintain GTS work instructions and/or knowledge articles
• Conduct job duties that may include additional responsibilities as assigned by supervisors or other managers related to the position/department

Required Education And Experience

• Post-secondary technical degree or diploma in IT or communication services is desirable. However, work experience and in-role training will be strongly considered during the hiring process.
• One plus years of call center experience (previous experience providing support for consumer gadgets or technology products is a plus)
• Experience working with wireless telecom providers is considered a plus

Skills, Abilities And Qualifications

• Experience working with wireless providers
• Excellent customer service skills and experience working in a support organization
• Experience working with Customer Relationship Management (CRM) tools
• I nterest and aptitude in wireless technology, with great attention to detail and strong problem-solving and analytical skills, customer focus and proactive
• Intermediate proficiency using Microsoft Excel; Proficient with additional Microsoft Office products
• Must demonstrate the ability to quickly learn new software, interfaces, and systems
• Typing skills should be a minimum of 30 words per minute with a low error rate
• coring high on communication and Accuracy
• Must have an excellent command of the English language, both oral and written
• Dutch language is considered a plus
• Spanish language is considered a plus

WORK AUTHORIZATION

Must be legally eligible to work in Australia, Canada, Netherlands, United Kingdom or United States

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

“KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.”

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