Today
Secret
Mid Level Career (5+ yrs experience)
No Traveling
IT - Hardware
Washington, DC (On/Off-Site)
SkyePoint is seeking a highly motivated and eager individual to fill the role of a Wireless Specialist supporting the Department of State (DOS).
This is an onsite position based in Washington, D.C. This position is a day shift Monday-Friday 8:00am-5:00pm.
This is a wireless provisioning position in support of the of the Department of State (DoS) Vanguard Program, Customer Care and Support (CCS), Mobile Operations Division. The Wireless Provisioning Specialist is responsible for service activations/reactivations, communication with distribution channels and DoS customers, and ensures all data is available for prompt and accurate entry in accordance with company/agency standards and rate plan/ multi-user plan requirements.
Responsibilities:
Ability to work within a multi-vendor/carrier environment.
Perform telecom account maintenance functions including features, equipment, rate plans, address changes, as well as referral credits. To perform maintenance, candidate must be knowledgeable of all products, promotions, and services.
Perform other business support tasks as needed.
Process wireless device orders via Telecommunications Service Requests (TSR) or Ariba; notify, provide status, and coordinate wireless device receipts with Bureau POCs.
Monitor porting system queues and complete all porting requests; customer and/or service provider, to complete orders. Advise customer when orders are complete.
Follow up on returned equipment, deactivated accounts, and bill contract penalties with ported out customers.
Troubleshoot and resolve customer system setup issues; escalate to Wireless manager if unable to resolve issues.
Document issues in ServiceNow, providing details, updates, and specific steps taken to resolve the issues.
Create and maintains instructions for account setups, existing account maintenance, and system information.
Continually enhance knowledge of products, services, rate plans, and features.
Perform additional related duties as requested or required, including but not limited to: account reconciliations and system reconciliations.
Additional Duties may include:
Device Activations and Re-Activations.
Remote access enrollments.
Ticket escalations to Systems Team or engineers.
Required Qualifications:
AA degree in related technical discipline with 5 years or more of experience.
Experience working within a multi-vendor/carrier environment.
2-3 years’ experience in a customer service role.
Basic knowledge of wireless mobile device equipment (Android, iOS).
Excellence communication and writing skills.
Excellence in providing and following up on customer requirements.
Must be able to work onsite Monday-Friday from 8:00AM-5:00PM.
Must be a U.S. citizen with an active Secret clearance.
Preferred Qualifications:
Cellular order processing, credit evaluation experience, number porting, cellular switch experience, paging, voicemail and database knowledge a plus.
This is an onsite position based in Washington, D.C. This position is a day shift Monday-Friday 8:00am-5:00pm.
This is a wireless provisioning position in support of the of the Department of State (DoS) Vanguard Program, Customer Care and Support (CCS), Mobile Operations Division. The Wireless Provisioning Specialist is responsible for service activations/reactivations, communication with distribution channels and DoS customers, and ensures all data is available for prompt and accurate entry in accordance with company/agency standards and rate plan/ multi-user plan requirements.
Responsibilities:
Ability to work within a multi-vendor/carrier environment.
Perform telecom account maintenance functions including features, equipment, rate plans, address changes, as well as referral credits. To perform maintenance, candidate must be knowledgeable of all products, promotions, and services.
Perform other business support tasks as needed.
Process wireless device orders via Telecommunications Service Requests (TSR) or Ariba; notify, provide status, and coordinate wireless device receipts with Bureau POCs.
Monitor porting system queues and complete all porting requests; customer and/or service provider, to complete orders. Advise customer when orders are complete.
Follow up on returned equipment, deactivated accounts, and bill contract penalties with ported out customers.
Troubleshoot and resolve customer system setup issues; escalate to Wireless manager if unable to resolve issues.
Document issues in ServiceNow, providing details, updates, and specific steps taken to resolve the issues.
Create and maintains instructions for account setups, existing account maintenance, and system information.
Continually enhance knowledge of products, services, rate plans, and features.
Perform additional related duties as requested or required, including but not limited to: account reconciliations and system reconciliations.
Additional Duties may include:
Device Activations and Re-Activations.
Remote access enrollments.
Ticket escalations to Systems Team or engineers.
Required Qualifications:
AA degree in related technical discipline with 5 years or more of experience.
Experience working within a multi-vendor/carrier environment.
2-3 years’ experience in a customer service role.
Basic knowledge of wireless mobile device equipment (Android, iOS).
Excellence communication and writing skills.
Excellence in providing and following up on customer requirements.
Must be able to work onsite Monday-Friday from 8:00AM-5:00PM.
Must be a U.S. citizen with an active Secret clearance.
Preferred Qualifications:
Cellular order processing, credit evaluation experience, number porting, cellular switch experience, paging, voicemail and database knowledge a plus.
group id: 10370519
