The J.R. Simplot Company is a diverse, privately held organization, with roots firmly planted in agriculture and agriculture-related businesses. These endeavors have been around for centuries and will continue to be a vital part of the global economy. We currently have a Mobility Support Analyst position available at our Headquarters in Boise, ID.
Responsible for providing enterprise level customer support via phone, e-mail and Tangoe web portal. Works with mobile device carriers to procure service plans, procure mobile devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products.
Provides basic to highly complex technical support to resolve wireless carrier activation/set-up, configuration and usability questions for all Simplot global customers.
Troubleshoots hardware and service problems and facilitates carrier support calls as necessary.
Provides account and billing related support. Completes service cancellations, plan changes and exception-based service extensions for all Simplot global mobile devices.
Analyzes billing reports from carriers and Tangoe and makes recommendations and or adjustments to mobility plans to ensure accurate billing, plan optimization and cost prevention / reduction.
Resolves customer problems and questions via phone and e-mail.
Utilizes Cherwell ticketing system to track and process requests for service.
Exercises good judgment by involving management in resolving customer issues as necessary. Escalates unresolved customer issues in a timely manner.
Actively engages in continuous improvement recommending solutions, or alternative processes that may improve the customer experience or Simplot operational efficiencies. Stays current with industry mobile device trends and mobility programs including BYOD or similar programs.
Participates in carrier business reviews and provides feedback on performance, opportunities for improvement and general services.
Manages Simplot global mobile device recycling program and ensures the timely return of all Simplot mobile devices and equipment.
Responsible for learning and providing back-up support as required for Simplot's FlexNet and App Portal software management solutions.
Bachelor's Degree from 4 year college or university
College degree or a minimum of 2 years of relevant mobile device 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 service desk ticketing software preferred.
Strong experience supporting mobile devices and resolving wireless carrier technical issues with our vendors such as Verizon, ATT, Telstra, US Cellular, Silver Star, Viaero, etc.
Knowledge of personal and corporate mobility network technologies.
Broad skills in mobile wireless technologies (mobile devices/browsers/gateways, specifically MobileIron, iPhone, etc.).
Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet.
Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
Must be a logical thinker and understand mobility products and services.
Disclaimer - The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Combination of education, training and/or experience will be considered for this position.
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When a position is in the interview stage or has been filled, it will no longer appear on our Simplot Careers website. If you experience any technical difficulties when applying through our online system, please contact the JRS Talent and Culture department for assistance at email@example.com.
The J.R. Simplot Company is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, age, sex, gender, gender identity, gender expression, genetic information, physical or mental disability, medical condition, sexual orientation, military or veteran status, marital status, or any other protected status.