Customer Support - Telecom

MetTel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. 

We are seeking a Mobility Account Manager to join our Operations team in Salt Lake City!

ROLE AND RESPONSIBILITIES:

The Mobility Account Manager will be the single point of contact for a portfolio of MetTel’s valuable accounts. You will take inbound calls and process email requests for new lines, device changes, naming updates and trouble shooting at end user and helpdesk to helpdesk support levels. Along with any other duties required by management. You will participate in the planning, execution and follow up for a diverse range of telecommunication implementation projects and other business support as required. The candidate will also carry out innovative and sometimes complex projects to their completion and thoroughly analyze data in order to make sound recommendations for next steps that aim to improve the customer experience.

In addition:

• Manage the day-to-day activity of your assigned accounts in a post-sale environment
• Communicate directly with customers by telephone, electronically or face-to-face
• Interact with customers to provide and gather information in response to inquiries, concerns and requests about products and services
• Respond promptly to customer trouble reports and escalations
• Handle and resolve customer complaints
• Direct requests and unresolved issues to the designated resource/department
• Manage customers' accounts regarding billing and/or financial concerns
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken and escalates internally where required
• Follow up on customer interactions
• Interface directly with various teams or departments internally in an effort to facilitate or improve the customer experience 
• On call support every other weekend
• Participate in a variety of special projects as requested

DESIRED QUALIFICATIONS:

• 3-5 years of equivalent experience
• Bachelor's Degree
• Microsoft Outlook
• Wireless phone troubleshooting
• Basic PC troubleshooting
• Strong writing skills
• CompTIA A , N
• Strong customer service (soft skills)
• Order processing
• Be able to work in a high pace environment with little supervision

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*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position ranging from $45,000 - $60,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 

To learn more about our company visit us at www.mettel.net