Wireless Provisioning Analyst in MONTE VISTA, CA at Volt

Date Posted: 11/19/2019

Job Snapshot

Job Description

Job Summary

**Previous experience with provisioning wireless devices at one or more of the big 4 wireless carriers highly desired**

Volt currently has an opening for a Wireless Analyst at our client site in Cupertino, CA.  In this role you will be responsible for our clients wireless provisioning needs with a goal of optimizing customer service to internal employee wireless users, collaborating with wireless carrier partners and supporting product launches of wireless devices.  This is a great opportunity for someone that has experience provisioning wireless devices at any of the major wireless carriers or has worked in a big box electronics store selling wireless devices and is familiar with the carrier provisioning tools.  Please apply today if you are interested!

Responsibilities

  • 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 our internal 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

Key Qualifications

  • BS/BA  (or equivalent work experience).
  • 6+ years experience in a customer service, carrier sales role or enterprise environment provisioning
  • Working knowledge 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 wearable wireless devices 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

Volt is an Equal Opportunity Employer