Wireless Specialist

Job Description

Description

This is a wireless provisioning position in support of the of the Department of State (DoS) Vanguard Program, Customer Care and Support (CCS), Mobile Operations Division in Washington, DC.  The Wireless Provisioning Specialist is responsible for service activations/reactivations, communication with distribution channels and DoS customers, and ensures all data is available for prompt and accurate entry in accordance with company/agency standards and rate plan/ multi-user plan requirements.

This role is hybrid and requires 3 days onsite each week.  Occasional travel (less than 10%) may be required within the Washington DC Metro area.   

Description of Duties:

• Ability to work within a multi-vendor/carrier environment.
• Perform telecom account maintenance functions including features, equipment, rate plans, address changes, as well as referral credits. To perform maintenance, candidate must be knowledgeable of all products, promotions, and services.
• Perform other business support tasks as needed.
• Process wireless device orders via Telecommunications Service Requests (TSR) or Ariba; notify, provide status, and coordinate wireless device receipts with Bureau POCs.
• Monitor porting system queues and complete all porting requests; customer and/or service provider, to complete orders. Advise customer when orders are complete.
• Follow up on returned equipment, deactivated accounts, and bill contract penalties with ported out customers.
• Troubleshoot and resolve customer system setup issues; escalate to Wireless manager if unable to resolve issues.
• Document issues in ServiceNow, providing details, updates, and specific steps taken to resolve the issues.
• Create and maintains instructions for account setups, existing account maintenance, and system information.
• Continually enhance knowledge of products, services, rate plans, and features.
• Perform additional related duties as requested or required, including but not limited to: 
  • Account and system reconciliations.
  • Device Activations and Re-Activations.
  • Remote access enrollment.
  • RSA PIN resets.
  • RSA Token pushes.
  • Ticket escalations to Systems Team or engineers.

Qualifications

Required Education & Experience: 

• High school with nine (9) years or more of experience.  May substitute related degrees for experience. 
• Experience working within a multi-vendor/carrier environment.
• 2-3 years’ experience in a customer service role.     
• Basic knowledge of wireless mobile device equipment (Android, iOS).       
• Excellence communication and writing skills.        
• Excellence in providing and following up on customer requirements.

Required Clearance:

• US Citizenship.
• Ability to obtain Secret security clearance.
• Interim secret must be obtained prior to starting work.

 Desired Experience/Skills/Attributes: 

• Cellular order processing, credit evaluation experience, number porting, cellular switch experience, paging, voicemail and database knowledge a plus.                                    

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.