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Wireless Communications Specia...

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Job Summary

Company
Ovation Wireless Management
Location
Washington, DC 20001
Industries
Telecommunications Services
Job Type
Full Time
Employee
Years of Experience
2+ to 5 Years
Education Level
Associate Degree
Career Level
Experienced (Non-Manager)
Salary
20.00 - 27.00 $ /hour

Wireless Communications Specialist

About the Job

Job Description

OVATION Wireless Management, Inc.

  

TITLE:                           Government Wireless Communications Specialist

RESPONSIBLE TO:   Procurement and Support Manager

SALARY:                      Commensurate with Experience

LOCATION:                 Onsite – Government Account – Washington D.C.

 

This is an exciting opportunity to join one of the premier organizations, Ovation Wireless Management, Inc., in the rapidly expanding corporate mobility expense management industry.  Ovation specializes in wireless mobility expense management and provides outsourced solutions globally. We facilitate the management of equipment, carrier service, procurement support, provisioning, asset management, help desk services, VIP care, and mobility contract compliance.


POSITION SUMMARY:

Responsible for providing enterprise level customer support via phone, e-mail and web portal. Works with internal and external customers to procure and support mobility devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products. Escalates unresolved issues to the appropriate channels.  Works under minimal supervision on advanced technical or unusual support problems.


Communications Specialist Roles and Responsibilities:

  • Accurately and efficiently, process wireless and Smartphone requests, wireless new device orders, number ports, device upgrades, transfers of liability, account cancellations, rate plan and feature changes, billing inquiries/research
  • Smartphone/Personal Digital Device Administration of users through a mobile device management tool advanced Smartphone troubleshooting and configuration
  • Obtain proper approvals before processing requests
  • Effectively assess and troubleshoot wireless device and carrier issues
  • Thoroughly and accurately, document requests through designated ticketing system
  • Maintain appropriate communication with customer throughout the lifecycle of the request, and ensure that customer is satisfied with request resolution
  • Communicate/collaborate closely with the internal client Technology Service Desk
  • Maintain the Asset Management database for all transactions
  • Perform analysis on records for the activity within thin the department
  • Proficiently access SharePoint
  • Experience with Microsoft Word – ability to develop and use style sheets, understanding the use of revision marking, Ability to create and maintain automated tables of contents and tables of figures, ability to use and create style sheets.
  • Experience with Microsoft Excel – ability to generate and maintain cross linked tables. Ability to create complex cascading formats, Ability to create pivot tables.


BASIC REQUIREMENTS:

  • Work as a Telecommunication Specialist onsite for an account with the US Government, and must pass the Department of Homeland Security (DHS) screening and background checks,
  • Candidates with DHS clearance already established are preferred.
  • Basic understanding of wireless industry and related billing practices.
  • Minimum 3 years wireless technology support experience.
  • Highly developed communication skills (verbal and written).
  • Superior analytical thinking and ability to review large volumes of data with an extreme attention to detail.
  • Able to effectively multi-task to successfully handle competing priorities and deadlines.
  • Advanced Microsoft Excel, Outlook, and Word skills.
  • Associates degree or equivalent preferred.


 Other Skills:

  • Demonstrated sense of urgency.
  • Strong experience resolving wireless carrier  technical issues (Verizon, ATT, Sprint, T-Mobile)
  • Knowledge of personal and corporate mobility network technologies. 
  • Broad skills in mobile wireless technologies (mobile devices/browsers/gateways/OS, specifically WM, Androids, Blackberry, iOS, etc.).
  • Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet.
  • Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
  • Must be a logical thinker and understand the concept of mobility synchronization products and services.
  • Must be cautious and thoughtful when remotely accessing a customer’ device as a means to troubleshoot.

 

Experience/Education:   

  • College degree plus 1-2 years of experience in a technical support environment preferred.
  • Business, Government, or Enterprise wireless carrier products/services background highly desired.
  • Wireless carrier device activation, deployment and support experience highly preferred.
  • Previous experience with CRM systems and preferably help desk ticketing software preferred.

 

PHYSICAL REQUIREMENTS:

Exerts up to 20 pounds of force occasionally and/or a negligible amount frequently to move objects.

SECURITY SENSITIVE: 

This job interfaces with client data and Intellectual Property that is security sensitive and thereby subject to the provisions of the employment agreement. Included in the documents are confidentiality statements, non-disclosures, IP ownership rights, and a background check. DHS clearance is an unconditional requirement.

LOCATION: 

Ovation Client location in Washington, D.C.

TRAVEL: 

This role will require minimal occasional travel, less than 5% of the time.

 

 

 

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