Technical Support Specialist - Houston - Stallion Infrastructure Services

    Stallion Infrastructure Services
    Stallion Infrastructure Services Houston

    1 week ago

    Default job background
    Description

    Role Summary:

    We are in search of a Technical Support Specialist for our various wireless data billing platforms and carrier integration. The Wireless Admin provides Telecom invoice and inventory management, contract and vendor management support, and reporting and business intelligence concerning client usage and tiered services contracts.

    Position Type and Expected Hours of Work: This is a full-time position; Monday through Friday, from 8:00 a.m. to 5:00 p.m. Applicant must also be available for on call rotational weekends.

    Role Priorities / Responsibilities:

    • Account Management in serving as an extension of a client's team.
    • Carrier activations, deactivations, and suspended lines processes
    • Working with clients, carriers, and different teams to assist with network issues and troubleshooting.
    • Microsoft Office competency and fluency in Excel, application databases/software
    • Understanding of invoices, allocation, organizational hierarchy in relation to accounting practices.
    • Will be expected to interact with customers and provide excellent customer service
    • Troubleshooting end users/devices within different scenarios
    • Problem solving and analytical thinking
    • Prioritizing different tasks and completing requests in a timely manner
    • Ability to support cellular hardware
    • Establish and maintain 100% telecom inventory integrity for each assigned client.
    • Provide timely, detailed and accurate reporting to external and internal audiences
    • Recommends continuous improvement opportunities.
    • Utilize internal controls to protect company assets/inventory.
    • Investigate and resolve carrier disputes.
    • Work within internal billing system for rating, provisioning, and customer accounts.
    • Perform other duties as requested by supervisor.
    • Employees will be expected to be on call during specified times.

    Essential Knowledge, Skills and Abilities:

    • Ability to escalate effectively and manage vendors (both partners and non-partner vendors)
    • Ability to communicate effectively (verbal, written, email) with customers, peers, direct and senior management.
    • Ability to work as a facilitator on project plans and new client implementations.
    • Ability to leverage automation for efficiency and added customer benefit.
    • Skilled in wireless account management, SIM card provisioning, connectivity, and bandwidth functions

    Preferred Knowledges and Skills:

    • Basic knowledge of telecommunications services and networks (voice, data, mobile, unified communications)
    • Navigating carrier portals (wireline/wireless)
    • Intermediate Excel competency to include pivot tables, V-lookups, and X-lookups.
    • Proficient in using internal CRM and managing customer facing ticketing system.
    • Experience with major wireless providers and carriers a plus.
    • Experience with helpdesk style issues and/ or familiarity with Network Operating Centers (NOC)

    Stallion Infrastructure Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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