Über
RESPONSIBILITIES
Provide second-level technical support and assistance for SPE mobile clients. Ensure the effective use of information technology, processes, and systems to deliver high-quality customer service and maintain strong customer satisfaction through timely and efficient issue resolution. Serve an escalation point for mobile hardware and software support requests under limited supervision. Use independent judgment and technical expertise in primary mobile operating systems (iOS/ Android) and software components to troubleshoot and resolve issues. Assist with provisioning, deprovisioning, and configuration of mobile devices and software functionality. Strive to resolve issues on first contact in accordance with Service Level Agreement (SLA) standards and customer service metrics; escalate issues to the appropriate teams when necessary. Document troubleshooting steps, resolutions, and issue details in the call management/problem tracking system. Follow up with customers to confirm satisfactory resolution. Monitor open tickets and escalate unresolved issues to senior team members or management as needed. Support special projects as required, including documentation, analysis, testing, implementation, or modification of mobile systems and programs based on user or system design specifications. Provide customer training and guidance on mobile hardware and software functionality via phone or other support channels. QUALIFICATIONS
Bachelor's degree preferred. Relevant internship experience preferred. Working knowledge of primary technical platforms (iOS/ Android) and related mobile technologies. Strong customer service orientation and commitment to delivering high-quality support. Excellent verbal and written communication skills. Familiarity with continuous process improvement methodologies and customer satisfaction measurement practices. Strong problem-solving skills with the ability to implement solutions for moderately complex technical issues. Demonstrated ability to adapt to changing priorities and evolving business or technical environments. PREFERRED QUALIFICATIONS
Understanding of Mobile Device Management (MDM) systems and functionality. Proficiency in Microsoft Office applications.
The anticipated base salary for this position is $27/hour. This role may also qualify for comprehensive benefits. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position.
Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
SPE will consider qualified applicants with arrest or conviction records in accordance with applicable law.
Sony Pictures does not allow audio recording, video recording or use of AI note-taking tools during interviews. Please be aware these tools may be enabled as a default and can be difficult to disable once the interview has started, so we recommend you check your device and disable these tools prior to the start of your interview. If recording or the use of the tools occurs during the interview and cannot be promptly turned off or disabled, the interviewer may end the interview.
To request an accommodation for purposes of participating in the hiring process, you may contact us at SPE_Accommodation_Assistance@spe.sony.com.
Sprachkenntnisse
- English
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