Technology - Access Devices|Wireless Access Points (WAPs)
Technology - RF Signals| 802.11xx standards
Technology - Network Administration|SDLAN, Deploying and Managing of
Technology - Networking Knowledge, Concepts|Network Services
Process - IT Project Management|Process Compliance
Process - IT Technical Documentation|Standard Operating Procedures
Behavioral - Microland Skills|Customer Centricity
This position is responsible for processing client Wireless Support Day to day activities, with a goal of optimizing customer service to internal employee wireless users, collaborating with wireless carrier partners, supporting product launches of wireless devices. Adheres to the operation is in accordance with the established procedures and practices. Performs workflow though ticketing system.
1. Manages the operational day-to-day workflow to provision cellular service requests to support corporate employees and groups with specific cellular needs.
2. 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
3. Works closely with Engineering teams to provide activation support during pre-launch and postlaunch phases of testing for new wireless features and technologies.
4. Collaborates with engineering and carrier personnel to troubleshoot issues during pre-and post launch testing.
5. Collaborates with the Development team on technical direction to enhance the user experience on the client Wireless website.
6. Creates FAQ instructions for end users on enhancements and new product offerings
7.Manages the Wireless International Loaner Program
8. Interfaces regularly with wireless services providers to resolve issues, gather information, and manage account activities/performance
9.Works on special project assignments to provide diverse wireless services to other organizations.
10.Builds and manages strong relationships with key users and administrators ensuring high levels of customer satisfaction and value-added service delivery