Overview

A Wireless Orders Specialist II is responsible for the implementation of wireless service order requests for new and existing clients.  The Specialist II will demonstrate a high level of proficiency in the ability to navigate, maintain and utilize internal order systems, as well as external service provider (i.e. Verizon, AT&T, T-Mobile, Sprint, etc.) order systems.  The Specialist II will gain an in depth understanding of wireless technology, devices and plans, and manage implementation of these services in accordance with company goals and industry standards while providing the highest level of customer service.  

Responsibilities

• Manage the implementation of wireless solutions, including but not limited to complex plan changes, new device deployment and mobile device management software
• Demonstrate fluency in understanding usage data, carrier billing platforms, previous order history and customer allocation information
• Manage order interval and order quality in alignment with internal SLAs and department goals
• Maintain individual key performance goals for productivity and time on task
• Ensure constant order flow by escalating requests that require higher level assistance to team lead or manager
• Serve as first-level escalation resource in the absence of team lead
• Navigate, utilize and maintain all pertinent internal systems to ensure the timely and accurate documentation of all order related information, including technical items
• Develop an advanced understanding of external carrier order systems and processes including preparation of technical documentation required for order submission
• Maintain professional communication and courtesy in every interaction with clients and co-workers 
• Clearly document order status and updates to be provided to clients and company staff as needed
• Ask intelligent questions to collect data about the client’s complex wireless needs and deliver solutions that meet those needs
• Provide first level after-hours and holiday on-call support on a revolving basis with other Service Delivery staff
• Respond to all internal, client and carrier requests on assigned orders in a timely manner
• Manage work time responsibly and efficiently. Seek to serve other team members when all individual responsibilities are caught up
• Demonstrate a commitment to doing what is right, be honest and sincere in all interactions with clients and co-workers
• Data and system use must comply with One Source information security policies and standards. 
• Unauthorized access to data and/or systems is prohibited. 

Qualifications

Required Skills/Abilities:

• To perform this job successfully, an individual must have knowledge of Microsoft programs (Word, Excel, PowerPoint, Outlook, Teams)
• Ability to define problems, collect data, establish facts, and draw valid conclusions is required
• The individual must be able to interpret an extensive variety of instructions and deal with several concrete variables
• Excellent verbal and written communication for interactions with customers and service providers

Preferred Skills/Abilities:

• Ability to operate in a fast-paced environment with a calm demeanor, maintaining a learner’s spirit and a win-win attitude
• Proven aptitude for learning about technology

Education and Experience:

• The individual will have preferably earned a Bachelor’s degree. Graduation from high school or high school equivalency is required.
• Two or more years of Customer Service experience is required, ideally in the wireless field. Training and/or equivalent combination of education and experience will be considered.
• Knowledge of wireless technology, devices and operating systems (4G-LTE, 5G, Apple, Samsung, iOS, Android) is required.
• Knowledge of CRM software, database software and/or project management software is highly preferred.
• Experience with MDM deployments (MaaS360, AirWatch, etc.) is highly preferred.

Physical Requirements:

• The individual typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Individual may encounter frequent interruptions throughout the work day.
• The employee is regularly required to sit, talk, and hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 20 pounds.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions.

Updated: 7/16/2024