On-site Customer Service Representative
Fairfax, VA

Job Description

On-site Customer Service Representative

WidePoint Integrated Solutions Corp.

Chicago, IL

WidePoint Corporation is a leading provider of wireless mobility management and cybersecurity solutions. We offer secure, cloud-based, enterprise-wide information technology-based solutions that enable enterprises and government agencies to deploy fully compliant IT services in accordance with government-mandated regulations and advanced system requirements.

WidePoint is seeking qualified applicants to staff our On-site Customer Service Representative position. Must be reliable and with a working knowledge of Telecom.

Job duties listed below and all pertains to the client's employees use of wireless devices and service.

Onboarding specific:

* New phone ordering and management:
* Receive and track new hire phone requests
* Create and submit device orders in web portals
* Coordinate and track device delivery no later than the Friday before each start date
* Manage backfill stock


* Day one activation and customer service:
* Tier 1 customer support that includes assistance in activating new equipment and any phone troubleshooting if the new device is not activating properly
* Type of orders that will need to be activated are:
* New Account activations
* Personal to Corporate account porting/transfer


* Tier 2 customer support including technical assistance and corporate email setup
* Overview of self-service web portal



Additional Support:

* Manage WidePoint created mailbox setup for specific workgroups
* Provide White Glove support for VIP/executive team
* Service liaison between General IT support groups and cellular carriers (AT&T/Verizon)
* Coordinate mobile off-boarding - align with HR and WidePoint
* Assist with Login/Portal issues
* Customer training / request for information - on need basis
* Create/maintain documentation updates with WidePoint and SharePoint
* Support workshops / special events
* Support for emergencies and Continuity of Operations (COOP) type activities
* All Wireless Device and Service order management
* Service reporting requests - ex: Active lines report
* Manage monthly cancellation orders for zero use lines of service
* Assist Program Managers with various projects and assignments
* Join recurring meetings to remain updated on account happenings
* Comply with Policies and Procedures

Qualifications:

* MUST have excellent customer service skills.
* MUST be proficient in a windows computer environment.
* Able to work independently with attention to detail, problem solve and multitask.
* Able to handle confidential documents and secure information.
* US citizenship and a security clearance or the ability to obtain clearance.

WidePoint does not currently sponsor any candidates that do not have the legal right and eligibility to work in the United States.