Mobile Device Management - Customer Service Representative

Job Description

Company Description

American Technology Services (ATS) is a Managed Services and Managed Security Services Provider providing unparalleled Information Technology services to businesses, organizations, and government agencies. For over 28 years, ATS has been helping organizations manage risk, align IT with the needs of the business, and gain efficiencies through new and innovative technology solutions.

Job Description

Summary:

American Technology Services, Inc is seeking a Customer Service Representative to support a new Mobile Device Management Services program. In this role you will be providing service and support for end users on the procurement of new mobile devices, changes to calling plan features, billing inquiries as well as managing a mobile device spare pool. This is a full-time position with the hours of 8:30am to 5:30pm, Monday – Friday.

Responsibilities:

Provide exceptional customer service

Ensure all orders/transactions are recorded in the Mobile Device Management Portal

Provide translation services between the portal supplier and mobile carriers and /or end users

Asset Management of the spare pool inventory

Identifies and escalates priority issues

Stays current with relevant training on portal operations.

Conducts all assigned job duties in a timely and productive manner

Completes other duties as assigned

Ensures compliance with all company procedures and guidelines including Code of Business Conduct and Ethics

Manage and respond to ServiceNow ticket queue

Act as L2 point of escalation for end user support related to mobile device procurement and usage

Additional requirements may exist if offer of employment is extendedQualifications

Education and Experience:

Previous customer service experience

Strong verbal & written communication skills with empathy and an ability to understand customers needs.

Ability to work individually & follow set company processes/procedures.

Location Specific:

Oversee mobile device orders

Assist with carrier invoice escalations

Submit invoices for Morgan Stanley processing

Resolution of escalations

Ordering devices from third party vendors

Manage the ordering and distribution of Apple and Android devices globally

Manage the ordering and distribution of third-party accessories globally

Knowledge of mobile carrier contracts

Knowledge or Apple and Android mobile devices

Knowledge or mobile device offerings

Qualifications:

Demonstrated knowledge of customer service principles and practices

Ability to interact and build strong working relationships with customers and peers

Demonstrated experience working in a customer service environment

Background in mobile device or IT support preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.