Help Desk Support in Cupertino, CA at Signature Consultants

Date Posted: 4/27/2021

Job Snapshot

Job Description

Job Summary:

Signature Consultants is seeking a Help Desk Support candidate for an opportunity with a client located in Cupertino, CA.

This position is responsible for processing day to day activities, with a goal of optimizing customer service to internal employee wireless users, collaborating with wireless carrier partners, supporting product launches of wireless devices. The candidate will adhere to the operation in accordance with the established procedures and practices and perform work flow though ticketing system.

Responsibilities:

  • Manages the operational day-to-day workflow to provision cellular service requests to support corporate employees and groups with specific cellular needs
  • Manages wireless services providers for all day-to-day technical support and troubleshooting to resolve issues
  • Orders the following equipment from the carriers: Mobile Devices, Data cards, SIM cards, pagers
  • Works closely with Engineering teams to provide activation support during pre-launch and post-launch phases of testing for new wireless features and technologies
  • Collaborates with engineering and carrier personnel to troubleshoot issues during pre-and post launch testing
  • Collaborates with the Development team on technical direction to enhance the user experience on the Apple Wireless website
  • Creates FAQ instructions for end users on enhancements and new product offerings
  • Manages the Wireless International Loaner Program
  • Interfaces regularly with wireless services providers to resolve issues, gather information, and manage account activities/performance
  • Works on special project assignments to provide diverse wireless services to other organizations
  • Builds and manages strong relationships with key users and administrators ensuring high levels of customer satisfaction and value-added service delivery

Qualifications Include:

  • BS/BA (or equivalent work experience)
  • 10+ years experience in a customer service, carrier sales role or enterprise environment provisioning
  • Working knowledge of of wireless networks such as LTE, GSM, UMTS and CDMA and familiar with 5G
  • Understanding of VoLTE (Voice over LTE) and WiFi Calling technologies
  • Proficient in supporting cellular provisioning for the Apple Watch and eSIM
  • Ability to clearly and effectively communicate in English
  • Demonstrated ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision
  • Ability to manage client escalations effectively
  • Domestic or International Billing experience a plus
  • Experience developing and/or working in a case/ticket management system

Key Skills Required:

  • Strong customer service, problem-solving, analytical, and verbal and written communication skills
  • Technical knowledge of wireless devices and carrier provisioning systems
  • Knowledge of help desk processes and best practices
  • Ability to work with and solve simple to complex wireless issues for internal customers at all levels of the organization
  • Demonstrated ability to collaborate effectively with wireless providers and inspire action and problem resolution

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.

EEO Employer

Signature Consultants is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Signature will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 888.838.1020.