Technical Customer Support Agent jobs in United States
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Valor Global ยท 2 days ago

Technical Customer Support Agent

positionPhoenix, AZ
timeFull-time
remoteOnsite
seniorityNew Grad, Entry Level
money$23/hr - $23/hr

Valor Global is a values-driven organization committed to delivering world-class customer experiences. They are seeking a Business Technical Support (BTS) Tech Expert to provide advanced Tier 1 and Tier 2 support for business customers, focusing on troubleshooting mobile devices and resolving network connectivity issues.

Customer ServiceInformation ServicesInformation TechnologyLead GenerationSales

Responsibilities

Provide Tier 1 and Tier 2 support for mobile devices, HSI, SIM/eSIM provisioning, and business network connectivity
Troubleshoot device setup, activation, firmware/software updates, and application configuration
Diagnose and resolve connectivity issues including LTE/5G service, HSI gateway problems, Wi-Fi configuration, and equipment resets
Support APN settings, VoLTE, hotspot tethering, and other device-related network features
Process and assist with SIM/eSIM activation, replacement, and multi-line device management
Manage end-to-end troubleshooting tickets including case creation, escalation, resolution, and follow-up
Collaborate with internal teams and customer IT contacts to resolve complex cases involving cellular or business HSI issues
Provide clear and proactive communication with customers, ensuring they are informed through every stage of the troubleshooting and resolution process

Qualification

Troubleshooting mobile devicesCellular connectivity knowledgeHigh-Speed Internet (HSI) experienceNetwork issue diagnosisDevice management toolsTicketing systems proficiencyCustomer service skillsEmpathyClear communication

Required

Proficiency in troubleshooting mobile devices, SIM/eSIM activation, and device provisioning for business accounts
Strong knowledge of cellular connectivity (LTE/5G), device APN configuration, and related services (VoLTE, hotspot, tethering)
Experience with High-Speed Internet (HSI) equipment including gateways, routers, modems, and Wi-Fi networks
Ability to diagnose network-related issues, including signal strength, coverage, latency, and throughput
Familiarity with enterprise tools for device management
Basic understanding of business device integration with email servers, VPNs, and network authentication
Proficiency with ticketing and case management systems
Strong customer service skills with a focus on empathy, clear communication, and resolution follow-up
Take full ownership of each case until it is resolved to the customer's satisfaction
Follow up proactively to ensure successful outcomes and reduce business downtime
Deliver clear instructions and guidance, ensuring customers feel confident and supported
Build strong trust with business clients through professionalism and solution-driven support

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance

Company

Valor Global

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Valor Global provides Call Center solutions to our customers around the globe.
dateFounded in 2004
location
Phoenix, Arizona, USA
people-size1001-5000 employees
web-link
http://valorglobal.com

Funding

Current Stage
Late Stage
Total Funding
unknown
2021-05-24Acquired

Leadership Team

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Dennis Brian
Chief Financial Officer
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Brad Krinhop
Chief Commercial Officer
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Company data provided by crunchbase