Job Description

Top 3 required skills

1. Data Management/Attention to detail - Ability to create checks and balances to ensure that you're not forgetting the intricacies that go along with managing physical assets in a database.
2. Customer Service/Communication - --- Written w/customers - Grammar + punctuation while responding to a customer's questions. Written communication is done via tickets, instant messaging, and email. --- Verbal w/team - Accepting of feedback, not afraid to ask questions when unsure
3. Inventory Management - Remain organized while dealing with large volumes of assets. NOTE: The mobile provisioning team is part of IT Asset Management which is considered a business-critical team. Being within IT Asset Management, we are required to have an on-site presence in the office. All applicants must be comfortable getting to and from the San Francisco downtown office. We are ramping up our in-office operations and will have 2-3 teams that alternate weeks in the office until a full reopening is permitted. We're looking for a Mobility Operations Specialist to support our staff at *** in San Francisco. In this role, you're a critical part of a diverse team that manages the deployment, configuration, and lifecycle of our mobile devices and service from procurement through asset disposal. As a Mobility Operations Specialist, you must exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. We are customer-centric and pride ourselves on consistently providing a good customer experience. You will maintain in-depth knowledge of cutting edge mobile technology, services, and be the final escalation point for the team and our employees. You will need to know how to enforce policy while doing whatever you can to help the user find a solution. The ideal candidate will have some experience with mobile devices and their usage in a mid to large-size enterprise. Responsibilities: ------ Data Integrity: Ensuring that all data related to assets, cases, and employees are kept up-to-date. ------ Queue management: Must be comfortable managing a queue with 75+ tickets at a time and keeping them updated each week ------ Provision mobile devices for new hires and existing users (new requests, replacements, upgrades) ------ Responds promptly to escalations for technical support via all communication channels ------ Ensuring that you follow standard procedures to keep data quality ------ Inventory Management: Manage device inventory inclusive of inventory management, recycling of used devices, and disposal preparation ------ Customer Support: Provide training to users on the proper usage and configuration on their mobile devices with a positive attitude and empathy ------ Collaboration: Work with Techforce (Helpdesk), Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security, and other teams to identify and resolve escalations and optimize processes ------ Troubleshooting: Mobile devices inclusive of hardware, services, and internal applications ------ Documentation: case status and provides updates to management and end-users. Process documentation ------ Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines ------ Drive project deliverables for the team ----- Assist IT Asset Management in forecasting demand for services and devices Candidates best suited for this role: ------ Must be a go-getter and *** enthusiast who thrives on working in a fast-paced environment. Not easily overwhelmed. ------ Willingness to learn the space and apply past experience to fit the needs of the role. ------ 1-2 years experience in a related role, preferably provisioning while supporting a large organization. ------ Considering a career in IT Asset Management. This role is tier 2 hardware support and isn't inclusive of any software engineering. ------ Attention to detail - you will be responsible for maintaining our data quality. ------ Strong team player with service-oriented attitude and customer focus. ------ Strong research and problem-solving abilities are required. ------ Current knowledge of Mobile devices (iPhone/iPad, etc.), hardware/software and general technology trends. ------ Knowledge in the support and function of iOS and Android devices. ------ Knowledge in the area of mobile services. ------ College degree preferred but not required. ------ Comfortable working around heavy bins (the team will always assist).