Information Technology Help Desk

About the job

Are you looking to grow your career in customer service , tech support , or both? This role is a great fit for individuals wanting to strengthen their communication skills while gaining exposure to front-line troubleshooting and mobile device support.

This is not a highly technical IT role , but it offers a strong foundation for anyone interested in developing customer service expertise, call center experience, and entry-level support skills with iOS / Android devices.

About the Role

You will serve as the first point of contact for wireless customers needing assistance with device setup, SIM activation, service interruptions, and general account questions. This is a customer-facing, phone-based support role in a high-volume environment.

All new hires begin together in a 3–4 week class-based training program , starting January 5th . The organization onboards in groups, providing structured and collaborative learning from day one.

This position is 100% onsite, Monday–Friday , in Covington

Key Responsibilities

• Serve as the initial support contact for customers experiencing issues with device setup, 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 for backend provisioning errors, network outages, number porting issues, or complex device failures when required.
• Answer basic account-related questions including plan information, device compatibility checks (IMEI / ESN), and feature availability.
• Document all customer interactions in the CRM / ticketing system with accuracy and clarity.
• Communicate patiently, clearly, and professionally—translating technical steps into easy-to-understand instructions.
• Follow compliance, quality, and performance standards set by leadership.

Who Thrives in This Role

Schedule & Training