Job Information
Apex Systems, Inc Business Analysis/Reengineering Practitioner in Dearborn, Michigan
Full Job Description
Job#: 2047363
Job Description:
Cellular Services Specialist Onsite in Dearborn, MI (Hybrid, 2-3x/week)
Key Responsibilities: Providing Best-in-Class Customer Support:
- Troubleshoot and resolve cellular issues for internal employees, both hardware and software.
- Serve as the single point of contact (SPOC) for mobile device problems.
- Use excellent communication skills to understand needs, provide clear solutions, and ensure customer satisfaction.
- Manage mobile device fulfillment queues, ensuring timely and accurate processing of requests.
Taking Ownership and Driving Efficiency:
- Develop and document processes, creating run books and standard operating procedures.
- Generate weekly reports detailing request volumes and types, identifying trends and opportunities for improvement.
- Build and maintain a comprehensive knowledge base of support documentation.
Hands-on and Collaborative:
- Deliver and activate devices for customers within the Dearborn offices.
- Update customer information in both the cellular carrier and Managed Services portal.
- Collaborate with customers, suppliers, and Ford Collaboration Services Product, Engineering, and Operations teams to evaluate products.
Skills Required:
- Understanding of cellular services, devices, and carriers.
- Proficiency with Apple iPhone.
- Ability to deliver excellent customer experiences.
- Strong problem-solving skills and ownership of issues within established SLAs.
- Technical support experience related to mobile devices.
- Excellent written and verbal communication skills.
- Ability to multitask effectively.
- Proficiency in providing metrics and daily reports related to cellular services.
- Outstanding MS Excel and SharePoint skills.
- Supplier relationship experience.
- Strong analytical and critical thinking skills.
- Success in team environments.
- Strong people skills, including being a good listener and empathetic.
Skills Preferred:
- Experience with secondary Microsoft tools (Visio, Access, Project, etc.).
- Self-motivated with a strong "can do" attitude and willingness to learn.
- Ability to manage multiple queues and assignments with minimal oversight.
- Experience working in a dynamic environment, able to shift tasks quickly.
- Excellent project management skills with the ability to plan and implement daily tasks.
Experience Required:
- Customer support
- Cellular operations
- Customer service
- Mobile products
- Managing support queues
Experience Preferred:
- Vendor management
Education Required:
- High School Diploma
- Associate degree orBachelor's degree
EEO Employer
Apex Systems is an equal opportunity employer.