Cellular Service Specialist

HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Description:

We are seeking a Cellular Service Specialist to join our Fulfillment Team and deliver top-notch support. You'll be responsible for: providing Best-in-Class Customer Support ad troubleshooting and resolving cellular issues. You'll be the SPOC for employees experiencing problems with their corporate mobile devices, both hardware and software. You'll use your excellent communication skills to understand their needs, provide clear solutions, and follow up to ensure their satisfaction. -Maintaining efficient workflows: You'll manage our mobile device fulfillment queues, ensuring timely and accurate processing of requests.

Taking Ownership and Driving Efficiency:

• Developing and documenting processes: You'll create run books and standard operating procedures to streamline our operations and ensure consistency.
• Keeping track of performance: You'll generate weekly reports detailing the volume and types of requests and incidents received, helping us identify trends and opportunities for improvement.
• Building a knowledge base: You'll create and maintain a comprehensive library of support documentation, empowering both our team and employees with the information they need.
• Delivering and activating devices: You'll deliver phones to customers within the Dearborn offices and guide them through their first-time activation.
• Updating customer information: You'll be responsible for updating customer details in both the cellular carrier and the Managed Services portal.
• Meet with customers, suppliers, and Collaboration Services Product team, Engineering team and Operations to evaluate products

Skills Required:

• Understanding of Cellular services and features, Cellular devices, and Cellular carriers.
• Understanding of Apple iPhone -
• Ability to deliver great customer experience
• Recognize problems/issues and take ownership to resolve within established SLA's
• Technical support experience related to mobile devices
• Excellent written and verbal skills
• Ability to effectively multitask.
• Proficient in providing metrics and daily reports associated with cellular services
• Outstanding MS Excel and SharePoint skills
• Supplier Relationship experience
• Strong analytical and solution/critical thinking skills
• Success in team environments
• Strong people skills- a good listener, and empathetic.

Skills Preferred:

• Experience with secondary Microsoft Tools (Visio, Access, Project, etc.).
• Self-motivated and a strong "can do" attitude with a willingness to learn, understand, and adopt.
• Be able to manage multiple queues and assignments with little day-to-day oversight.
• Experience in working in a "fluid" environment. Be able to shift thinking and tasks in a moment notice.
• Excellent project management skills with an ability to plan and implement daily tasks. -

Experience Required:

• Experience: Customer Support, Cellular Operations, Customer Service, Mobile Products, Managing support Queues

Experience Preferred:

• Vendor Management

Education Required:

• High School Diploma -Associate degree -Working on Bachelor's degree.

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.