Advantage Sales & Marketing LLC dba Advantage Solutions

Mobile Support Tier 1 Agent

Position Type
Full Time
Requisition ID
Professional: (IT, Finance, Legal, HR, Talent Acquisition, Administrative, Customer Service)


Mobile Support (T1) Agent


Mobile Support Agent provides technical & application support to end users on a variety of issues via telephone and email. The Mobile Support Agent identifies, researches, and resolves technical problems.


Advantage Sales & Marketing, LLC is proud to be an Equal Opportunity Employer


Advantage Sales and Marketing, LLC (ASM) is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. ASM services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.


Position Summary


Associate provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. T1 Agents will respond to telephone calls, email and personnel requests for technical & application support.  T1 Agents will provide customer support in a high volume support center with a primary focus on hardware & software issues for supported Mobile devices.  The position requires that you accurately document, track and monitor calls to ensure timely resolution. T1 Agents must be able to react to critical situations with a calm and organized attitude while providing superior customer service.  Excellent written and verbal communication skills are required. T1 Agents must be self-motivated and have a very positive attitude. T1 Agents must be detail-oriented and log all calls with great attention to detail. T1 agents will utilize all available tools provided for technical assistance and will communicate higher level issues where assistance is needed to the Tier 2 support team. T1 agents will be tasked with the completion of dept projects as requested by management. This is an entry-level position usually requiring basic knowledge of Windows, iOS, and Android operating system.  Basic knowledge in hardware platforms (PC, Tablet, Slate, CE) is required for various tasks such as Quality control, Testing, and Troubleshooting. 


Essential Job Duties and Responsibilities

  • Answer Support Center Phones & provide superior support
  • Keep and maintain detailed and accurate call records
  • Research Technical issues utilizing the tools provided
  • Work with other T2 Support to resolve high level technical issues
  • Complete open ended calls & provide mgmt. follow-up when required
  • Complete all assigned projects in an accurate and timely manner

Supervisory Responsibilities


Direct Reports

This position does not have supervisory responsibilities for direct reports


Indirect Reports

This position does not have guidance or mentoring responsibilities for indirect reports


Travel and/or Driving Requirements:


Travel and Driving are not essential duties or functions of this job 


Minimum Qualifications


Education Level: (Required): Associate's Degreeor equivalent experience


Field of Study/Area of Experience: 

  • 1-3 years of experience in customer service experience or applicable work experience
  • Basic knowledge of multiple hardware platforms (CE, PC, Tablet, Slate)
  • Basic knowledge of multiple software platforms (Windows, Apple iOS, Android)

Skills, Knowledge and Abilities

  • Type 40 WPM + 10 Key
  • Functional knowledge of MS Office applications (Excel, Word, PowerPoint, Access, Outlook)
  • Ability to multitask and balance multiple priorities (Good time management skills)
  • Great attitude and customer service approach
  • Great Phone Etiquette
  • Positive Attitude
  • Problem Solver
  • Excellent troubleshooting and analysis skills with attention to details
  • Communication Skills (Ability to adjust on the fly – Diffuse or Excite)
  • Team player

Environmental & Physical Requirements


Office / Sedentary Requirements


Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.  A detailed Environmental and Physical Requirements document is available in the Total Rewards department. 


Additional Information Regarding ASM Job Duties and Job Descriptions:


Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.


Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).


Important Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.


Are you passionate about Service Excellence, Results, Integrity, Entrepreneurial Focus and Leadership: These are our values at Advantage Sales & Marketing LLC. Come learn why “Winning Together” is more than just words on a piece of paper. It is the vision by which we live our mission as an organization: "To create outstanding value for clients and customers through superior sales execution, operational excellence and innovative marketing services."


Advantage Sales & Marketing LLC is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, ASM shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.


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