Business Analysis/Reengineering Practitioner

Collaboration Services is seeking a Cellular Service Specialist to join our Fulfillment Team and deliver top-notch support to *** Motor Company. Reporting to the Collaboration Services Fulfillment Supervisor, you will be responsible for: Providing Best-in-Class Customer Support: -Troubleshooting and resolving cellular issues: You'll be the SPOC for *** employees experiencing problems with their corporate mobile devices, both hardware and software. You'll use your excellent communication skills to understand their needs, provide clear solutions, and follow up to ensure their satisfaction. -Maintaining efficient workflows: You'll manage our mobile device fulfillment queues, ensuring timely and accurate processing of requests. Taking Ownership and Driving Efficiency: -Developing and documenting processes: You'll create run books and standard operating procedures to streamline our operations and ensure consistency. -Keeping track of performance: You'll generate weekly reports detailing the volume and types of requests and incidents received, helping us identify trends and opportunities for improvement. -Building a knowledge base: You'll create and maintain a comprehensive library of support documentation, empowering both our team and *** employees with the information they need. Hands-on and Collaborative: -Delivering and activating devices: You'll deliver phones to customers within the Dearborn offices and guide them through their first-time activation. -Updating customer information: You'll be responsible for updating customer details in both the cellular carrier and Managed Services portal. -Meet with customers, suppliers, and *** Collaboration Services Product team, Engineering team and Operations to evaluate products This is a hybrid role requiring you to be present at our Dearborn office 2-3 days per week.

Skills Preferred

- Experience with secondary Microsoft Tools (Visio, Access, Project, etc.). -Self-motivated and a strong can do attitude with a willingness to learn, understand, and adopt. - Be able to manage multiple queues and assignments with little day-to-day oversight. -Experience in working in a fluid environment. Be able to shift thinking and tasks in a moment notice. - Excellent project management skills with an ability to plan and implement daily tasks. -

Experience Required

Experience: Customer Support Cellular Operations Customer Service Mobile Products Managing support Queues

Experience Preferred

Vendor Management

Education Required

• High School Diploma -Associate degree -Working on Bachelor's degree
  
  

Additional Information

This is a hybrid role requiring you to be present at our Dearborn office 2-3 days per week.