Job Description

Duties

• Manage mobile device inventory, incoming packages, replacement deployment and storage room organization daily.
• Resolve colleagues/clients’ problem tickets, providing troubleshooting assistance with their mobile devices.
• Prepare equipment for deployment when a replacement device (mobile phone, tablet, iPad, and jetpack) is required by ensuring they are in working order, factory reset and ready for activation.
• Notify colleagues/clients when they are not in compliance with corporate policy and rectify the problem.
• Manage multiple tasks, prioritizing them in order of importance while adhering to deadlines as well as other daily duties.
• Document issues and resolutions
• Work with Cigna preferred wireless carriers to assist with troubleshooting and resolving issue.
• Identify and implement opportunities for department improvements and enhancements.
• Work intake using Service now to manage and track support incidents and requests.

• Provide day-to-day technical, project, and process support to colleagues and the team via email Calls, Webex etc.
• Monitor team email mailbox to address any inquiries.
• Collaborate with other teams as needed to ensure the colleague experience is excellent as it relates to mobility.
• Open and be the point of contact for Support cases/tickets (Apple, Samsung, Verizon, AT&T, T-mobile)
• Maintain policies, processes, and procedural documentation

Skills

Requires excellent customer service, analytical and communication skills as well as multitasking, organization, and prioritizing projects, reports and daily duties. Can work effectively both on your own and in a team setting, be able to think outside the box and the capability to locate information and resolutions on your own. Must have prior experience working with mobile devices (cell phones, Apple & Android products, smartphones, and tablets), Microsoft suites.

Education

High School Diploma or equivalent and 2 years for IT Mobility Experience

2 years customer service experience

Carrier Retail experience

Required Skills:

• CUSTOMER SERVICE
• SERVICE NOW OR TICKETING SYSTEMS
• MOBILE DEVICES (IOS, ANDROID, OTHER)
• INVENTORY MANAGEMENT
• HARDWARE DEPLOYMENT
• WIRELESS CARRIER PORTAL
• EXCELLENT COMMUNICATION SKILLS
• EXCELLENT ORGANIZATIONAL SKILLS
• EXCELLENT MULTI-TASKER
• MICROSOFT SUITES

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