Mobile Device Management - Customer Service Representative

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers.

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 extended

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

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