As a Mobility Order Specialist for vCom, you support Mobility and IoT (internet of things) customers through inbound ticket and order processing, troubleshooting calls, and high-touch communication. Excellent customer service is your top priority, always seeking to exceed expectations. Your ability to handle multiple priorities under tight deadlines, keen attention to detail, and resourcefulness allow you to manage a high volume workload while providing top notch support. You remain calm under pressure, adapting enthusiastically to a constantly evolving industry and dynamic customer needs. You see challenges as opportunities to learn and problem solve, sharing best practices with others along the way. Your focus is equal parts professional and personal development, willing to embrace feedback in pursuit of the greater good. You bring positivity and your sense of humor to work daily.
In your first month, you’ll:
- Gain exposure to the day to day roles and responsibilities
- Build a foundation of knowledge using the technical resources and systems available
- Learn basics of the role through written instructions and video training materials
- Get to know your team members through virtual meetings and video calls
In your first 3 months, you’ll:
- Begin supporting customer requests for both retail and aggregator within your first 60 days
- Learn by doing and verifying with written materials (this role is best learned by experiencing it hands on, so while customer support is occurring the expectation at this stage is that there is still a lot to learn)
- Establish connection and build rapport with customers and coworkers on other teams in the organization
In your first 6 months, you’ll:
- Begin to feel like you’ve mastered the basics of the role
- Contribute to team written materials, by documenting processes and sharing best practices with others on the team
- Deepen relationships with your account contacts and throughout vCom
What you’ll do:
- Prepare, submit and manage carrier Add, Move, Change and Disconnect orders for mobile and IoT technologies and devices.
- Coordinate new service activations with customers, and vendors to meet desired timelines.
- Ensure that all customers’ milestones and deliverables are met in a timely manner including time-sensitive expedite orders. Provide advance notice of any delays to Customer.
- Learn and work on carrier websites to support customer service and order requests.
- Drive escalations with the carriers, to ensure timely service delivery and issue resolution.
- Work with vCom customers on troubleshooting problems with newly activated services.
- Own customer issues to resolution.
- Maintain internal systems, including keeping any customer viewable milestones or dates current. Have all order status’ current for weekly operational meetings.
- Document and update Mobility processes on vCom intranet site. This includes new and existing process updates.
- Coordinate troubleshooting service calls between vCom customers and carriers when unable to resolve using vCom tools and carrier sites.
- Actively work with Management to come up with ways to improve the department’s ability to effectively support customers, while gaining more efficiency.
- Actively work with Management to learn and assist in documenting client configurations and specifics necessary to effectively provide technical support.
- Maintain an accurate Mobile/IoT inventory for clients.
- Manage assigned Mobility projects for current and prospective customers.
- Manage and reply to email received from customers in Team’s group email and customer email boxes.
What you’ll bring:
- Excellent organizational, time management, and multi-tasking skills
- Excellent attention to detail and accuracy
- Ability to work autonomously and in a team environment
- Self-motivated and takes initiative in personal development
- High learning aptitude and able to self-teach using written training resources
- Strong written and verbal communication skills
- Strong PC skills including knowledge of MS Word, Excel, and Outlook
- Fast Speed in processing data entry tasks
- Strong analytical and problem solving skills
It’s also helpful if you’ve got:
- 5+ years managing wireless service provider plans and equipment with a mobile provider or a TEM
- Excellent organizational, time management, and multi-tasking skills
- Excellent attention to detail and accuracy
- Ability to place orders and other change requests via the carrier web portals or via phone
- Ability to work in multiple web based systems and platforms
- Experience working remotely from a home office
- BA/BS or equivalent experience
Compensation:
The estimated pay range for this position is $45k-55k annually.
The Selection Process
- After submitting a resume, qualified candidates will be invited to complete two separate assessments
- Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
- A select group of candidates will be interviewed (rounds of interviews may include the Mobile Ops Manager, VP Carrier Operations, and others)
- Finalists may also be asked to complete a Microsoft Excel exercise/assessment to confirm intermediate Excel skills
Eligibility
Only those candidates authorized for work in the United States will be considered for employment as we are not able to sponsor employment visas.
About vCom
vCom is a cloud-based software and managed services company focused on helping enterprises simplify and better manage every phase of their IT lifecycle spend. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. vCom has received the prestigious Best Places to Work award in the SF Bay Area for 13 years in a row and was one of Glassdoor’s Best Places to Work in 2019 (Employee’s Choice, Small Business List).
EEO Statement
vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.