Vacancy expired!
- Manages the operational day-to-day workflow to provision cellular service requests to support corporate employees and groups with specific cellular needs
- Manages wireless services providers for all day-to-day technical support and troubleshooting to resolve issues
- Orders the following equipment from the carriers: Mobile Devices, Data cards, SIM cards, pagers
- Works closely with Engineering teams to provide activation support during pre-launch and post-launch phases of testing for new wireless features and technologies
- Collaborates with engineering and carrier personnel to troubleshoot issues during pre-and post launch testing
- Collaborates with the Development team on technical direction to enhance the user experience on the Apple Wireless website
- Creates FAQ instructions for end users on enhancements and new product offerings
- Manages the Wireless International Loaner Program
- Interfaces regularly with wireless services providers to resolve issues, gather information, and manage account activities/performance
- Works on special project assignments to provide diverse wireless services to other organizations
- Builds and manages strong relationships with key users and administrators ensuring high levels of customer satisfaction and value-added service delivery
- BS/BA (or equivalent work experience)
- 10+ years experience in a customer service, carrier sales role or enterprise environment provisioning
- Working knowledge of of wireless networks such as LTE, GSM, UMTS and CDMA and familiar with 5G
- Understanding of VoLTE (Voice over LTE) and WiFi Calling technologies
- Proficient in supporting cellular provisioning for the Apple Watch and eSIM
- Ability to clearly and effectively communicate in English
- Demonstrated ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision
- Ability to manage client escalations effectively
- Domestic or International Billing experience a plus
- Experience developing and/or working in a case/ticket management system
- This position requires strong customer service, problem-solving, analytical, and verbal and written communication skills
- Technical knowledge of wireless devices and carrier provisioning systems
- Knowledge of help desk processes and best practices
- Ability to work with and solve simple to complex wireless issues for internal customers at all levels of the organization
- Demonstrated ability to collaborate effectively with wireless providers and inspire action and problem resolution
Vacancy expired!