Job Title: Technical Support Representative Department: OPS Reports To: Manager of ASC Job Code: OPS-200 Job Locations: Retail Store FLSA Status: Non-Except Summary Provide technical, in-store support to a designated retail location. Support includes troubleshooting, repairing and assisting with handsets and services; support and follow procedures related to retail systems, inventory management, collateral and back office support. Dimensions This is an individual contributor position. Essential Duties and Responsibilities 1. Technical Support (40%) •Ensure the most current software and procedures are used on UPST/iCCS PC and other test equipment •Upgrade software and PRL in handsets •Transfer phone books with UPST/iCSS •Keep abreast of technology updates •Diagnose handsets 2. Back Office Procedures (25%) •Provide all back office support with RMA’s, inventory turns, nonsaleables, returns, exchanges, ordering and receiving •Provide back office support for new parts, products and services. 3. Handset Procedures (25%) •Perform weekly physical inventory count procedures •Monitor and control reverse logistics, including all service repair procedures 4. Communication and Miscellaneous (10%) •Regularly provide feedback to corporate concerning trouble with specific handset/software, operations and training Education, Knowledge and Skill Requirements High school diploma (or GED equivalent); 2-4 years of industry service experience; proven aptitude for operating relevant test equipment (hands-on experience preferred); necessary skills include multi-tasking, troubleshooting, computer proficiency; personal qualities also include the ability to communicate and be successful in a fast-paced environment with both customers and staff in a professional, consistent and efficient manner. Work Environment The work is performed in a retail store environment. Position may require occasional lifting and sorting of inventory. Incumbent must be able to read reports, use computer, validate inventory, utilize office and test equipment, communicate with customers and staff. Peoria Store Location: Wireless Express 4501 N Sterling Ave Peoria, IL 61615 To apply for this job contact Lisa at: lisa.vicary@mywirelessexpress.com