Wireless Specialist Job Listing at SAIC in Washington, DC (Job ID 2415964)

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 five (5) 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.                                    

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

 Apply on company website