Must be able to achieve federal government Public Trust clearance

Mobility project for a federal agency – with support for ordering, trouble tickets, carrier engagement, device logistics, reporting, billing, and disputes. The Service Desk is a key component, providing phone answering during government business hours, with emergency 24x7x365 support.

Responsibilities:

• Inbound ticket/phone/email representative, supporting Wireless Help Desk functions – provisioning, upgrades, break/fix, how-to
• Adheres to all policies, processes, and reporting requirements
• Provides timely escalation and initiates remediation efforts by engaging appropriate teams
• Supports urgent calls off-hours as needed
• On-call and understanding that additional time may be required to complete assignments
• Adhere to responsiveness requirements

Qualifications

• 1 years of experience in a Help Desk or similar customer support capacity, preferably in support of wireless telecom
• Verbal and written communications skills, for interactions directly with customer users
• Proven ability to manage multiple tasks and stay organized
• Working knowledge of wireless telecom (devices, rate plans)
• Analytical and organizational skills, as well as accuracy and attention to detail
• Excellent phone and email communication skills with customers
• Ability to think creatively and demonstrate problem-solving skills
• Ability to work well within a team environment, as well as independently