Mobile Operations Specialist

GRID Networks is actively seeking a highly motivated and detail-oriented Mobile Operations Specialist to join the Mobile Solutions team. This individual will perform a comprehensive range of activities supporting our customers utilizing the mobile network. Serving as a crucial customer-facing member of the Operations team, this role requires close collaboration with the Mobile Engineering team to ensure the smooth and efficient delivery of mobile services. The Specialist will provide direct support to Account Managers by identifying, configuring, and implementing mobile SIM solutions that precisely meet customer requirements, serving as the essential communications bridge between the Operations and Engineering teams. Success in this position requires exceptional problem-solving skills, the ability to independently and proactively complete tasks, and meticulous attention to detail and accuracy. A positive attitude and the ability to learn quickly and adapt in a fast-paced environment are also essential.

Responsibilities

• Participate in the customer delivery process: understand customer requirements; analyze multiple data sets to propose a tailored SIM solution; conduct testing to validate the proposed solution; provision and deliver the SIM solution to the customer account manager.
• Develop policies and processes for customer delivery.
• Initial point of contact for troubleshooting SIM connectivity problems, escalating problems to the next level when needed.
• Make changes to customer subscriptions based on shifting requirements; ensure changes are enacted properly.
• Monitor subscriptions for high costs and high usage, alerting responsible parties as needed.
• Create and maintain documentation for account managers and customers regarding mobile SIM solutions.
• Provide pricing estimates and value analysis for account managers.
• Manage the relationship with multiple vendors – collect customer requirements, identify solutions, communicate with all parties involved, place orders, and conduct troubleshooting.

Requirements

• The ideal candidate has a bachelor’s degree with 5-7 years of professional experience in a technical field; however, less experience would be considered if the candidate has a background specifically in mobile telecommunications. Experience developing policies and processes is preferred.
• Must have a passion for maintaining a positive customer experience, with both internal and external customers
• Strong problem-solving and analytical skills
• Must consistently produce error-free work through strong attention to detail
• Some knowledge of mobile technology including SIMs, handsets and modems
• Must be highly organized with good documentation skills
• Effective communicator with good interpersonal skills
• Must be able to manage time effectively while handling competing tasks
• Willingness to occasionally work off hours to support customer needs
• Ability to thrive in a dynamic work environment
• Flexible and willing to execute in response to customer needs
• Proactive problem solver who takes ownership of identifying solutions

GRID Networks is committed to providing a work environment free from discrimination and harassment. Employment decisions at GRID Networks are based on an individual’s capabilities and qualifications. All qualified applicants and employees receive consideration for employment, including protected veterans and individuals with disabilities.