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Careers
At OVATION you will find a place where highly motivated professionals thrive and where ideas, personal creativity and independent thinking are rewarded. You will be recognized for your passion, creativity, intellectual curiosity, impatience with status quo thinking, and willingness to take risks and assume responsibility. Every day, you'll have the opportunity to make a positive difference.

If you are a professional seeking a dynamic and innovative environment, and you're self-motivated with an eye towards growth, check out our open opportunities, or contact OVATION via email to: careers@OvationWireless.com or fax your resume to (704) 714-2113, Attn: Recruiting.

Corporate Wireless Mobility Support Analyst

Location: Charlotte, North Carolina
Salary: Based on Experience

RESPONSIBLE TO:        Mobility Contact Center Manager

This is an exciting opportunity to join one of the premier organizations, Ovation Wireless Management, Inc., in the rapidly expanding corporate mobility expense management industry. Ovation specializes in wireless expense management and utilizes its proprietary software platform Magellan to find and execute meaningful savings for clients. Ovation also provides outsourced equipment and service procurement support, provisioning, asset management, help desk services, VIP care, and mobility contract compliance. Ovation manages wireless mobility services end-to-end for its clients, providing a significant value in carrier savings.

MAIN PURPOSE:        

The Corporate Wireless Support Analyst will be responsible for interfacing with Ovation's monthly managed customers to provide procurement and support services, utilize MDM applications, build enhanced rapport, and assist clients with Best in Class mobility management. Additionally this role will be responsible for following consistent implementation of monthly management techniques and strategies for all facets of the business including procurement and support communication with additional improvement opportunities.

This position will work in concert with the Executive team to improve overall customer satisfaction and retention.

POSITION SUMMARY:

Job Title: Corporate Mobility Support Analyst

Job Description:

Responsible for providing enterprise level customer support via phone, e-mail and web portal. Works with customers to procure mobility devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products. Escalates unresolved issues to the appropriate channels. Works under minimal supervision on advanced technical or unusual support problems.

  • Provides basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end customers.
  • Troubleshoot hardware and service problems and facilitates carrier support calls as necessary.
  • Provides account and billing related support. Completes service cancellations and exception-based service extensions within established client guidelines.
  • Resolves customer problems and questions via phone and e-mail.
  • Work in a multi shift environment
  • Utilize our Ovation ticketing system to track and process requests for service
  • Refers to training, collaborates with associates, and exercises common sense on problem resolution.
  • Responds to customer email using Knowledge based B articles, templates as well as formulating personalized responses.
  • 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 content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
  • Accurately categorizes customer issues and their resolutions using the CRM and support system.
  • Uses the correct tools, resources and processes such as the online Knowledgebase and escalation paths.

Requirements

Skills:

  • Strong experience resolving wireless carrier technical issues preferred, (Verizon, ATT, Sprint, T-Mobile)
  • Knowledge of personal and corporate mobility network technologies.
  • Broad skills in mobile wireless technologies (mobile devices/browsers/gateways, specifically WM5/6, Blackberry, 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 the concept of mobility synchronization products and services.
  • Must be cautious and thoughtful when remotely accessing a customer' device as a means to troubleshoot.

Experience/Education:

  • College degree plus 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 CRM systems and preferably help desk ticketing software preferred.

PHYSICAL REQUIREMENTS:

Exerts up to 20 pounds of force occasionally and/or a negligible amount frequently to move objects.

SECURITY SENSITIVE:

This job interfaces with client data and Ovation Intellectual Property that is security sensitive and thereby subject to the provisions of the employment agreement. Included in the documents are confidentiality statements, non-disclosures, IP ownership rights, and a background check.

LOCATION:

Ovation Corporate Office in Cornelius NC

TRAVEL:

This role will require less than 5% travel.

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Wireless Advisor Position

Location: Charlotte, North Carolina
Salary: Based on Experience

This is an exciting opportunity to join one of the premier organizations, Ovation Wireless Management, Inc. in the rapidly expanding corporate wireless expense management industry. Ovation specializes in wireless expense management and utilizes its proprietary software platform to find and execute meaningful savings for clients. We also provide outsourced equipment and service procurement support, provisioning, asset management, help desk services, VIP care, and wireless contract compliance. We manage wireless services end-to-end for our clients, providing a significant value in wireless savings.

The Wireless Advisor is responsible for reviewing and auditing monthly wireless reports, to ensure completeness and accuracy (using MS Excel). As the primary point of contact for assigned clients, they would contact customers on a regular basis to identify and communicate opportunities to reduce wireless expenses. Effective verbal and written communication skills are required. A successful candidate would exhibit effective workload management skills, with the ability to multi-task and complete various job duties by assigned deadlines. The adherence to established quality standards is required. Responsibilities also include the planning and coordinating of new project assignments, development of standardized process documentation for required job functions, providing of ad hoc reports for management, and the monitoring of wireless accounts and usage and change implementation status, on an on-going basis. In the absence of management, the Wireless Advisor will handle escalated customer issues. Other duties as assigned.

Salary: Commensurate with skills and experience.

Basic Requirements:

  • Basic understanding of wireless industry and related billing practices.
  • Minimum 2 years wireless carrier billing experience.
  • Highly developed communication skills (verbal and written).
  • Superior analytical thinking and ability to review large volumes of data with an extreme attention to detail.
  • Intermediate Microsoft Excel, Outlook, Word and Internet skills.
  • Able to effectively multi-task to successfully handle competing priorities and deadlines.
  • Associates degree

Desired Skills:

  • 2 years wireless carrier billing experience

Job Description:

  • Review and audit monthly wireless reports, to ensure completeness and accuracy (using MS Excel).
  • Provide cost savings recommendations, and complete processing follow through (i.e. obtain client approval, submit to carriers, and verify implementation).
  • Contact customers on a regular basis to identify and communicate opportunities to reduce wireless expenses. Maintain "partnering" relationship with both the client and the carriers.
  • Plan and coordinate new project assignments
  • Develop standardized process documentation for required job functions
  • Provide ad hoc reports for management
  • Handle escalated customer issues as needed.
  • Other duties as assigned.
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