Mobile Support Analyst

Reports To: Mobility Services Manager

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 .