Mobility Fulfillment Analyst
: Job Details :

Job DescriptionOVATION Wireless Management, Inc.TITLE:Mobility Fulfillment AnalystRESPONSIBLE TO:Procurement and Support ManagerSALARY:USD 16 to 22 per hour based on experienceLOCATION:Corporate Office in Cornelius, NCThis is an exciting opportunity to join one of the premier organizations, OvationWireless Management, Inc., in the rapidly expanding corporate mobility expense management industry. Ovation specializes in wireless expense management and utilizes its proprietary software platform Magellan to find and execute meaningful savings for clients. Ovation also provides outsourced equipment and service procurement support, provisioning, asset management, help desk services, VIP care, and mobility contract compliance.MOBILITY FULFILLMENT ANALYST:The Support Fulfillment Analyst is responsible for providing a variety of administrative and fulfillment-related duties and tasks based on client need. The majority of daily fulfillment tasks will evolve around the ordering of mobile devices through wireless carrier websites. As this role works directly with both internal staff and wireless carriers, good written & oral communications are essential attributes needed to be successful.BASIC REQUIREMENTS:Order tracking of mobile device ordersProcessing mobile device line terminations and suspensionsAbility to communicate effectively (verbal and written) with internal stakeholders and clientsAble to effectively multi-task to successfully handle competing priorities and deadlinesMicrosoft Excel, Outlook, and Word skills are a requirementPOSITION SUMMARY:Job Description:Responsible for providing enterprise level customer support via phone, e-mail and web portal entries. Works with customers to procure mobility devices and equipment, identify, troubleshoot and resolve basic fulfillment issues. Escalates unresolved issues to the appropriate channels. Works under normal supervision on fulfillment processes and procedures of mobile devices.Provides basic technical support to resolve wireless carrier mobile device ordersWork in a multi-shift environmentUtilize our Ovation ticketing system to track and process requests for serviceRefers to training, collaborates with associates, and exercises common sense on problem resolutionExercises good judgment by involving management in resolving customer issues as necessaryEscalates unresolved customer issues in a timely mannerActively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencyAccurately categorizes customer fulfillment orders within the appropriate support systemsUses the correct tools, resources and processes such as the online knowledge base and escalation paths.Skills:Analytical thinker who prefers the back-end administration type tasksDemonstrated sense of urgencyAbility to understand and resolve basic technical issues, use common sense, and the ability to think on your feetRequires excellent written and verbal communication skills and a strong desire to achieve high customer satisfactionMust be a logical thinker and understand the concept of the fulfillment of mobile device products and servicesMust be cautious and thoughtful when ordering mobile device products and services from wireless carrier websitesExperience/Education:High School diploma plus 1-2 years of general office administrative experience preferred, or Associate Degree or higher is highly desiredGeneral computer knowledge with experience in using the MS Office suite of applications (Outlook and Excel preferred)Previous experience in order processing preferred (fulfillment orders, claims)PHYSICAL REQUIREMENTS:Exerts up to 20 pounds of force occasionally and/or a negligible amount frequently to move objects.SECURITY SENSITIVE:This job interfaces with client data and Ovation Intellectual Property that is security sensitive and thereby subject to the provisions of the employment agreement.TRAVEL:This role will require minimal occasional travel, less than 5% of the time.#J-18808-Ljbffr