urgent need---UNIFIED COMMUNICATION SERVICE ANALYST

Hi,

   We have an urgent requirement for UNIFIED COMMUNICATION SERVICE ANALYST, so if you have any consultant then please send me resume ASAP…
Location---Austin, TX

  send me at----devendra.s@e-solutionsinc.com

JOB DESCRIPTION

Primary Purpose and Function

The Unified Communications Service Analyst will be responsible for interfacing with the AMAT customer base to provide procurement, support, utilize MDM applications, build enhanced rapport and assist clients with Best in Class service.  Additionally, this role will be responsible for ensuring processes, procedures and policies are followed and enforced and that exceptions are documented.

 

They will be responsible for providing enterprise level customer support via phone, e-mail and SharePoint/web portal.  Works with customers to procure mobility devices and equipment, identify, troubleshoot and resolve level 1 technical and non-technical end user customer questions.  Escalates unresolved issues to appropriate channels.

 

Essential Functions and Responsibilities

-          Successfully integrate and work in a global, multi-cultural environment

-          Partner with the business to assist in the communication and understanding of mobility processes and policies.

-          Participates in a team based environment and works on behalf of the team and the customer

-          Networks with other support teams to build skill sets and resolution resources

-          Work with Unified Communication Service Manager to understand mobility charge out process and files required to execute

-          Coordinate day to day activities and relationship with carriers

-          Provides level 1 technical support to resolve carrier activation/setup, configuration and usability questions for end users

-          Provide level 1 troubleshooting on mobile devices (Blackberry, iPhone, iPad, etc.)

-          Monitor GIS Mobility mailbox and process orders, billing inquiries and data/device requests

-          Use Remedy ticket system to review associated ticket queues and resolve issues.

-          Maintain and track loaner device inventory (cell phones and air cards)

-          Deliver premier customer service

-          Exercise good judgment by involving management in resolving customer issues as necessary

-          Escalates unresolved customer issues in a timely manner

-          Effective oral and written communication skills; ability to communicate with all levels of the organization

-          Actively engages in continuous improvement opportunities and solutions

 

Skills

-          Strong experience resolving carrier issues preferred (AT&T, Verizon, Sprint)

-          Knowledge of corporate mobility network technologies

-          Broad skills in mobile technologies (Blackberry, iPhone, etc.)

-          Ability to understand and resolve technical issues, use common sense and capable of thinking on your feet

-          Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction

-          Must think logically  and understand the concept of mobility synchronization products and services

-          Must be cautious and thoughtful when troubleshooting and recommending solution for customers device

 

Experience/Education:

-           1-2 years of experience in a technical support environment preferred

-          Business and Enterprise wireless carrier products/services background highly desired

-          Wireless carrier device activation, deployment and support experience highly preferred

Previous experience with help desk ticketing software preferred
Begin forwarded message:

 Thanks & Regards

Devendra Sharma

 Desk:  408-385-2255 Ext 5010

Fax:     408-521-0167

e-mail: Devendra.s@e-solutionsinc.com

http://www.e-solutionsinc.com/
 

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