Mobility Services Analyst

Reports To: Mobility Services Manager

Company Summary

Renodis is a Telecom and Mobility Management Company focused on freeing IT leaders from telecom frustrations — saving money, time and increasing productivity. This is accomplished through innovative process, purpose-built systems, talented people and deep industry relationships. A Saint Paul, Minnesota based company since 2002, Renodis has helped hundreds of organizations with Telecom and Mobility needs.

Position Summary

Responsibilities include providing troubleshooting and order management support to end users on a variety of mobility telecom requests.  Identify, research, and resolve a wide array of problems.  Respond to telephone calls, email and personnel requests for telecom support.  Document, track and monitor issues and orders to ensure a timely resolution.  Data tracking of client’s mobile data usage.

Core responsibilities include:

  • Tracking client mobile data usage and identifying potential risks.
  • Provide first point of contact support for issues related to customer mobile telecom environment requests.
  • Assist customers in resolving product specific issues using highly developed analytical skills.
  • Serve as resource for colleagues who may need help with difficult issues.
  • Assist in creation and upkeep of Renodis Knowledge Base documentation.
  • Special project work, as identified and assigned.

Major Areas of Accountability:

  • Receive calls and emails from customers related to mobile telecom issues.
  • Troubleshoot and solve telecom and mobility problems.
  • Take ownership of all customer issues and utilize appropriate follow-through until the issue is resolved.
  • Provide timely feedback to external and internal customers.
  • Handle top-priority issues and escalations.
  • Exceed quality metrics, leading by example for other analysts.
  • Recommend improvements to workflow and process improvements within the position and team.
  • Proactively learn new telecom and mobility products or features to better serve a growing customer base.

Skill and Competency Requirements:

  • Ability to provide transformational service to a diverse customer base. A commitment to providing quality results with a positive service attitude.
  • Strong verbal and written communication skills. Ability to employ a high degree of understanding of the issues presented by customers.
  • High level of attention to detail.
  • Ability to apply discretion resulting in customer focused resolutions.
  • Ability to think quickly and multitask.
  • Knowledge of cellular data plans and structures.
  • Personal organization and time management skills along with ability to properly document and track information.
  • Demonstrated accountability for solving problems and retains focus on goals.

 Education and Experience:

  • High School Diploma
  • Post High School training, preferably college or technical school preferred
  • 2+ years customer service or support desk experience required
  • Experience using ticketing systems and/or case management preferred – not required
  • 2+ years in mobile technology

Please direct all inquiries on this position to Phil Kline, pkline@renodis.com .