Wireless Analyst

Cupertino, CA
Job Terms:
up to ~$45/hr DOE
Start date:
Posted By:
Jennie Brandon

Job Description:

This role is responsible for processing our client's Wireless Support day to day activities, with a goal of optimizing customer service to internal employee wireless users, collaborating with wireless carrier partners, supporting product launches of wireless devices. Adheres to the operation in accordance with the established procedures and practices. Performs work flow though ticketing system.

Responsibilities include but are not limited to the following:

Manages the operational day-to-day workflow to provision cellular service requests to support corporate employees and groups with specific cellular needs.
Manages wireless services providers for all day-to-day technical support and troubleshooting to resolve issues
Orders the following equipment from the carriers: Mobile Devices, Data cards, SIM cards, pagers
Works closely with Engineering teams to provide activation support during pre-launch and post-launch phases of testing for new wireless features and technologies.
Collaborates with engineering and carrier personnel to troubleshoot issues during pre-and post launch testing.
Collaborates with the Development team on technical direction to enhance the user experience on the client's Wireless website.
Creates FAQ instructions for end users on enhancements and new product offerings
Manages the Wireless International Loaner Program
Interfaces regularly with wireless services providers to resolve issues, gather information, and manage account activities/performance
Works on special project assignments to provide diverse wireless services to other organizations.
Builds and manages strong relationships with key users and administrators ensuring high levels of customer satisfaction and value-added service delivery

Qualifications include:

BS/BA (or equivalent work experience).
6+ years experience in a customer service, carrier sales role or enterprise environment provisioning
Working knowledge of of wireless networks such as LTE, GSM, UMTS and CDMA and familiar with 5G
Understanding of VoLTE (Voice over LTE) and WiFi Calling technologies
Proficient in supporting cellular provisioning for smart watches and eSIM
Ability to clearly and effectively communicate in English
Demonstrated ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision
Ability to manage client escalations effectively
Domestic or International Billing experience a plus
Experience developing and/or working in a case/ticket management system

Key Skills Required:

This position requires strong customer service, problem-solving, analytical, and verbal and written communication skills

Technical knowledge of wireless devices and carrier provisioning systems

Knowledge of help desk processes and best practices

Ability to work with and solve simple to complex wireless issues for internal customers at all levels of the organization

Demonstrated ability to collaborate effectively with wireless providers and inspire action and problem resolution

Client Description:

Our client, a leader in consumer electronics, is one of the greatest, most innovative, world-changing companies ever created! More like a cluster of start-ups versus a large company, they are single-handedly credited with creating some of the most impactful products of this generation.

Working alongside some of the brightest and most talented people, the work you do here will add up to something big that could not be done anywhere else.  There is no doubt that your best work will be brought out achieving some hefty goals at a heroic pace.

One thing we know is that you WILL NOT ever be bored.

Here are some more things you can expect:

  • Wi-fi equipped shuttle service
  • Free parking
  • Onsite cafeteria

WORKING WITH AQUENT: long-term assignments with Aquent gets you access to some pretty cool things:
- You're paid weekly
- Subsidized health (including term life and LTD) and dental benefits after your first four weeks of work (averaging at least 20 hrs/wk)
- Access to Fidelity 401(k)
- Access to FSA Program
- Direct deposit for your pay check
- Access to our Talent Rewards Program (we reward for referrals!)
- Access to free online courses via Aquent's Gymnasium, to help you develop your skills: http://gymnasium.aquent.com/
- Access to free online courses via Lynda.com
- Aquent support: your Aquent Agent checks in with you during the course of your contract to make sure you're happy and progressing according to your expectations (we're also there to be looking for new opportunities for you when you're close to wrapping up)