Helpdesk Support(Mobility Operations Specialist) in San Francisco, CA at BCforward

Date Posted: 9/15/2020

Job Snapshot

Job Description

Helpdesk Support(Mobility Operations Specialist)

BCforward is currently seeking highly motivated Mobility Operations Specialist opportunity in San Francisco, CA 94105

Role: Mobility Operations Specialist
Location: San Francisco, CA 94105
Expected Duration: 6 to 12 Months
Start date: ASAP

1. Customer Service/Communication -
Written w/customers - Grammar + punctuation while responding to a customer's questions. Written communication is done via tickets, instant messaging, and email.
Verbal w/team - Accepting of feedback, not afraid to ask questions when unsure
2. Data Management - Ability to create checks and balances to ensure that you're not forgetting the intricacies that go along with managing physical assets in a database.
3. Inventory Management - Remain organized when physically opening 50-100+ packages a week(personal) and checking in over 500+ assets/week with the help of the team.

NOTE: The mobile provisioning team is part of IT Asset Management which is considered a business-critical team. Being within IT Asset Management, we are required to have an on-site presence in the office. All applicants must be comfortable getting to and from the San Francisco downtown office.

Were looking for a Mobility Operations Specialist to support our staff at Salesforce in San Francisco. In this role, youre a critical part of a diverse team that manages the deployment, configuration, and lifecycle of our mobile devices and service from procurement through asset disposal.

As a Mobility Operations Specialist, you must exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. We are customer-centric and pride ourselves on consistently providing a good customer experience.

You will maintain in-depth knowledge of cutting edge mobile technology and services and be the final escalation point for the team and our user base. You will need to know how to enforce policy while doing whatever you can to help the user.

The ideal candidate will have some experience with mobile devices and their usage in a mid to large-size enterprise.

------ While working the helpdesk, you will be customer facing and must be able to communicate effectively with the users we support
------ Queue management: Must be comfortable managing a queue with 50+ tickets at a time and updating them consistently
------ Provision and configure mobile devices for New Hires and existing users
------ Provision and dispatch devices for internal users that are having hardware issues
------ Responds promptly to escalations for technical support via phone, email, and cases
------ Provisioning of devices for new hires and existing employees
------ Ensuring that you follow standard procedures to keep data quality
------ Inventory Management: Manage device inventory inclusive of inventory management, recycling of used devices and disposal preparation
------ Customer Support: Provide training to users on the proper usage and configuration on their mobile devices with a positive attitude and empathy
------ Collaboration: Work with Techforce (Helpdesk), Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and optimize processes
------ Troubleshooting: Mobile devices inclusive of hardware, services, and internal applications
------ Documentation: case status and provides updates to management and end-users. Process documentation
------ Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines
------ Drive project deliverables for the team
----- Assist IT Asset Management in forecasting demand for series and devices

Required Skills:
------ 1-2 years experience in a related role, preferably provisioning while supporting a large organization
------ Attention to detail - you will be responsible for maintaining our data quality
------ Excellent verbal and written technical documentation skills
------ Strong team player with service-oriented attitude and customer focus
------ Strong research and problem-solving abilities are required
------ Current knowledge of Mobile devices (iPhone/iPad, etc.), hardware/software and general technology trends
------ Must be a go-getter and Salesforce enthusiast who thrives on working in a fast-paced environment
------ Knowledge in the support and function of iOS and Android devices
------ Knowledge in the area of mobile services and optimization of plans
------ Knowledge in telephony
------ College degree preferred but not required

About BCforward:
BCforward began as an IT business solution and staffing firm. Founded in 1998, BCforward has grown with our customers' needs into a full-service personnel solution's organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over the years of catering to our customers' specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

We must inform you that during the hiring process, we may ask for you to disclose and provide us with various categories of your personal information, including identifiers such as your name and address, professional information, commercial information, education information, and other related information. Please note that we will only use this information to facilitate and complete the recruiting process. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing to cooperate with a background check and drug screen, to the extent permitted by federal and local laws up to and including both criminal and financial reviews. The submission of intentionally false or fraudulent information in response to this job posting shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 113022 when responding to this ad.