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Mobile Support Specialist

3 months ago

Houston, United States Apex Systems Full time

Role Synopsis:

  • The Operations Support Specialist provides first, second- or third-line technical support to resolve incidents and investigate problems and assist US users for all their mobile phone service and support.
  • The services are available when required by the business.
  • Other typical activities include change, configuration, and access management as well as moves, adds and changes.
  • The role works closely with applications support when required in support of fault resolution.


Key Accountabilities:

  • Provide operational support 1st through 3rd line by managing and monitoring the progress of Events, Incidents and Problems in accordance with Service Levels and expected IT outcomes.
  • Must be able to think outside the box to resolve complicated and non-standard business requests.
  • Interpret / Understand / Review and Implement CSI though customer engagement.
  • Translate complex company management requirements into actionable solutions on the ground for the American business.
  • Occasional requirement to support outside of operational hours.
  • Demonstrate adaptability to local conditions from US customers
  • Build trust and credibility through face-to-face engagements across all US businesses.
  • Physical support / walk ups to support quick resolution across all businesses especially for PA community and their senior execs.
  • Strong technical SME – from contract management, through customer advise, device enrolment, MDM knowledge, troubleshooting issues, bill queries, order issues, warranty, vendor management, etc.
  • Strong vendor management and ability to hold them to account. Including monthly governance meetings.
  • Support ports / migrations, deal with physical issues related to handsets/OS’s.
  • Repurposing returned devices – multi platform configuration, wipe & recycle.
  • Demonstrate flexibility and personalized engagement to support customer service centric culture.
  • Work with new business areas to understand their requirements and initiate discussions with Vendors to discuss solutions at various sites
  • Engage with business and Vendors on optimizing plans to provide better value to the company.
  • Collaborate with Vendors to keep the company mobile users operational i.e., provide guidance/documentation to perform activities such as setup online accounts, pay bills, send reminders for overdue bills, cancel accounts, suspend accounts, Transfer accounts.
  • Collaborate with company automation team to develop automated solutions for frequently occurring activities i.e., bill overdue reminders.
  • Engage with MRL and DS teams to meet security and compliance requirements for company users on mobile.
  • Collaborate with vendors to determine new solutions to minimize manual tasks for users i.e., integration of concur with vendor portals for expense filing.
  • Additional activities include supporting mobile team on supporting Industrial devices across the globe with primary focus on US retails users.
  • Engage with newly onboarded M&A companies to setup standard US mobile policies/devices/plans for cost savings.
  • Primary point of contact for all US Mobile related needs/engagement.
  • Provide operational support within an operational unit by managing and monitoring the progress of Events, Incidents and Problems in accordance with Service Levels and expected IT outcomes.
  • Actively engage with the company's Sustainability frameworks to continuously seek improvement in the execution of maintenance, Change and Requests duties across the Ops Group team.
  • Collaborate with team members and other IT&S technical operations groups to troubleshoot and assist in the resolution of major incidents, complex problems, and retrospectives.
  • Identify, prioritize, and manage operational and administrative tasks as required by the company's service management processes and tools.
  • With a focus on continuous improvement, identify and deliver opportunities that work to maximize operational efficiency and enhance support delivered.
  • In your capacity of Operational Support Analyst, act as a mentor and role-model to other team members, enabling others to deliver successful outcomes.
  • Understand and operate in compliance to all role-specific HSSE, Standards and Policies requirements.