ICT Customer Support

 The Customer Support Specialist will be the first point of contact for all ICT customers supporting both Wireless and ICT related customers. This position must possess a thorough understanding of all available services, to include connected devices, cellular phones, accessory inventory and phone plan offerings, in order to assist the Wireless Senior Business Consultant in providing the customer with the appropriate solution. The Customer Support Specialist is responsible for proposal preparation, account summaries, monthly activation reports, and monthly out of contract reports, revenue detail, inventory control, outbound calling, inbound calls and managing Trouble Tickets. Trouble Ticket management consists of submitting trouble tickets for any and all ICT customers into the appropriate system as it pertains to the customer and their product. This position will be guided by an account management plan for each customer based on their tiered value with scheduled monthly phone calls and emails. As with all positions at Cellular One, the Customer Support Specialist must exhibit actions and behaviors that promote a positive, supportive working environment at all times. Additional responsibilities include, but are not limited to the following: 

Major Duties & Responsibilities: 

 Answer all incoming calls and emails in a timely manner providing adequate results for an excellent customer experience 

 Compile and provide account analysis, receive payments, manage SLED/FED/Enterprise accounts, trouble shooting, trouble tickets, number changes, sim changes/replacements warranty and insurance claim information, emailing invoice, and assist with treatment, submitting trouble tickets 

 Communicate all new and renewal leads as they come in to the Wireless Senior Business Consultant 

 Work with stores for remote service such as insurance claims, warranty, sim replacements (non-activation/renewal activity) 

 Receive and scan documents for authorization changes, contracts, tax exempt forms. Ensure all forms are attached to document storage 

 Test all new products/promotions for ICT Sales and Operations 

 Receive, review and submit monthly reporting for all sales and renewal activations 

 Manage OOC monthly reports into pipeline aid in renewing agreements 

 Assist in monitoring local competition and make recommendations 

 Other duties as assigned 

ICT Customer Support Specialist Smith Bagley, Inc. dba Cellular One of North East Arizona 

Key Competencies: 

 MS Office Suite: MS Excel (intermediate to advanced), MS Word (intermediate to advanced), CostGuard and Redknee (advance to intermediate), Connectwise 

 Quality telephone skills 

 Handling of customer issues 

 Time Management skills 

 Decision making skills 

 Written and Verbal communication skills 

 Discretion handling sensitive information 

 Computer Software/Hardware Skills: 

Specific Requirements/Qualifications: 

 Previous call center, retail Sales and/or outside Sales experience preferred 

 Excellent interpersonal and organizational skills required 

 Computer data entry skills required 

 Previous CRM experience required 

 Minimum 3 years proven and demonstrable successful Call center, retail sales and/or outside sales experience 

 Excellent interpersonal and organizational skills required 

 Education Requirements: 

o High School or Equivalency Diploma and specific job related experience preferred 

Physical Requirements: 

 Lifting up to 50 Pounds