Wireless Service Implementation Specialist II

2 weeks ago

Raleigh North Carolina, United States One Source Communications LLC Full time

Overview:


A Wireless Service Implementation Specialist II plays a crucial role in executing wireless service order requests for both new and existing clients. This position requires a high level of expertise in navigating and managing internal order systems, as well as external service provider platforms such as Verizon, AT&T, T-Mobile, and Sprint.

The Specialist II will develop a comprehensive understanding of wireless technologies, devices, and service plans, ensuring that the implementation of these services aligns with company objectives and industry standards while delivering exceptional customer service.
Key Responsibilities:
  • Oversee the deployment of wireless solutions, including complex plan modifications, new device rollouts, and mobile device management software.
  • Exhibit proficiency in analyzing usage data, carrier billing systems, historical order data, and customer allocation details.
  • Ensure order quality and timelines are maintained in accordance with internal service level agreements (SLAs) and departmental objectives.
  • Achieve individual performance metrics related to productivity and task management.
  • Facilitate a steady flow of orders by escalating issues requiring advanced support to team leadership.
  • Act as the primary escalation point in the absence of the team lead.
  • Utilize and maintain all relevant internal systems to guarantee accurate documentation of order-related information, including technical specifications.
  • Gain a thorough understanding of external carrier order processes and prepare necessary technical documentation for order submissions.
  • Maintain professional communication and courtesy in all interactions with clients and colleagues.
  • Document order statuses and updates for clients and internal staff as required.
  • Engage in thoughtful inquiry to gather information about clients' complex wireless needs and provide tailored solutions.
  • Offer first-level after-hours and vacation support on a rotating basis with other Service Delivery personnel.
  • Respond promptly to all internal, client, and carrier inquiries regarding assigned orders.
  • Manage work time effectively and seek opportunities to assist team members when personal responsibilities are fulfilled.
  • Demonstrate integrity and sincerity in all interactions with clients and colleagues.
  • Adhere to One Source information security policies and standards regarding data and system usage. Unauthorized access to data and systems is strictly prohibited.

Qualifications:
Required Skills/Abilities:
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).
  • Ability to identify problems, gather data, establish facts, and draw logical conclusions.
  • Capable of interpreting a wide range of instructions and managing multiple concrete variables.
  • Excellent verbal and written communication skills for effective interactions with customers and service providers.

Preferred Skills/Abilities:
  • Able to thrive in a fast-paced environment while maintaining composure and a positive attitude.
  • Demonstrated ability to learn about technology quickly.

Education and Experience:
  • Preferably holds a Bachelor's degree; high school diploma or equivalent is required.
  • Minimum of two years of customer service experience, ideally within the wireless sector. Relevant training or a combination of education and experience will be considered.
  • Familiarity with wireless technology, devices, and operating systems (4G-LTE, 5G, Apple, Samsung, iOS, Android) is essential.
  • Experience with CRM software, database management, and/or project management tools is highly desirable.
  • Prior experience with mobile device management deployments (MaaS360, AirWatch, etc.) is preferred.

Physical Requirements:


This role typically operates in an office setting, utilizing a computer, telephone, and other office equipment as necessary. The noise level is consistent with that of a standard office environment, with potential for frequent interruptions throughout the workday.

Regular requirements include sitting, talking, and hearing; frequent use of repetitive hand motions; and the ability to stand, walk, reach, bend, or lift up to 20 pounds.


The physical demands outlined here represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these essential functions.

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