Strategic Telecom Solutions is looking for fun, innovative and motivated individuals that can help us make an impact in the wireless industry. Join one of the most fast paced, exciting fields; As wireless continues to grow, so do the possibilities of our organization!

To apply, please download our employment application by clicking here. Please send your completed employment application, resume, and cover letter to careers@strategictelecom.com.

Operations Assistant

Reports to: Director of Customer Experience
FLSA Status: Exempt
Hours: Varies (40/Week)

Job Purpose
The operations assistant is responsible for providing assistance to the Director of Customer Experience in the oversight and operation of the STS call center. This includes people and project management as well as on-going responsibilities financial and operational reporting, case escalation, inventory oversight, and monitoring of call quality.

Essential Duties and Responsibilities
To perform this job successfully, the individual must be able to perform each of the following duties and responsibilities satisfactorily. This is not inclusive and other duties may also be assigned, as necessary. The requirements listed below are representative of the knowledge, skill, and ability required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

People Management

  • Supervise call center employees in compliance with STS policies and procedures
  • Provide day to day oversight of call center scheduling including workload planning, employee scheduling and timekeeping
  • Conduct call monitoring to ensure team members are meeting STS standards for customer care, troubleshooting, and call documentation
  • Coordinate with the STS Business Analyst to complete employee scorecards and provide performance feedback and coaching to team members
  • Coordinate with the Director of Customer Experience to implement staff reward and recognition programs; and, to ensure on-going teambuilding

System Management

  • Perform updates in Salesforce to ensure accurate reporting of case management and service level metrics
  • Perform website updates for customer ordering portals including adding/removing products and updating content and pricing as required
  • Researching potential solutions to business work flows by corresponding with SalesForce support and community forums

Administrative Management

  • Attend meetings and calls on behalf of the Director of Customer Experience and provide detailed summaries of call content
  • Manage monthly physical inventory of equipment and peripherals and provide troubleshooting assistance in addressing any shortfalls/overages in conjunction with the project coordinator
  • Provide inventory reports to STS carrier/resale partners for financial reconciliation
  • Manage special projects for the Director as assigned including (but not limited to):
    • Gathering requirements for systems changes/enhancements
    • Improving processes for customer support and overall operations
    • Developing models and workflows for new service offerings; and,
    • Implementing business analytic services for STS clients
  • Perform other duties as assigned based on STS business need.

Knowledge/Experience
Bachelor Degree in Business Management or equivalent experience required. Two to three years of supervisory experience in a call-center or customer service environment required. Technical proficiency with wireless devices and systems (cell phones, tables, networks, etc.)

Highly organized team player who brings a positive attitude. Demonstrated ability to manage multiple tasks and projects simultaneously. Ability to retain focus with multiple interruptions throughout the day. Excellent written, verbal, and interpersonal skills. Strong presentation skills. Demonstrated professionalism and poise (especially when dealing with frustrated employees or disgruntled customers). Systems experience including MSOffice, Salesforce, and other customer/inventory management system.

Order Analyst

Reports to: Director of Customer Experience
FLSA Status: Non-Exempt
Hours: Varies (40/Week)

Job Purpose
Order Analysts directly support National Account Managers, Inside Sales, and Project Managers in the timely completion of orders on a daily basis. They utilize STS and Sprint systems including Salesforce and FDT. Order Analysts also serve as a checkpoint for accuracy in the order cycle. Order Analysts play a direct role in keeping the customer satisfied by helping to ensure that all orders are accurately completed in a timely manner. These activities are very detailed and require the highest degree of accuracy. Order Analysts may also fulfill other functions as needed or as time allows (i.e. assisting with Technical Support or Staging/Deployment of devices).

Essential Duties and Responsibilities
To perform this job successfully, the individual must be able to perform each of the following duties and responsibilities satisfactorily. This is not inclusive and other duties may also be assigned, as necessary. The requirements listed below are representative of the knowledge, skill, and or ability required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Enters order information into the STS/Salesforce and Sprint/FDT Ordering Systems in an accurate manner
  • Updates information from FDT into Salesforce and updates the STS Websites with order tracking and ESN/MSN information
  • Performs bulk uploads of order information into Salesforce
  • Audits Salesforce and FDT for accuracy and potential fraud
  • Tracks Discretionary Credit Usage to ensure that STS is compliant with all Sprint requirements
  • Assisting with Audits to ensure a timely and accurate response to Sprint
  • Reviews previous day’s orders for accuracy, completion, and shipping delays
  • Receives and responds to customer inquiries in a prompt and courteous manner
  • Performs various clerical duties to include copying, typing, faxing and filing
  • Required to meet or exceed all department Service Level Agreements (SLA’s)
  • Performs other related duties as assigned

Knowledge/Experience
High School Diploma or Equivalent. Prior order entry experience helpful.Excellent written, verbal, and interpersonal skills. Strong presentation skills. Demonstrated professionalism and poise (especially when dealing with frustrated employees or disgruntled customers). Systems experience including MSOffice, Salesforce, and other customer/inventory management system.

nTouch Customer Experience Specialist

Reports to: Director of Customer Experience
FLSA Status: Non-Exempt
Hours: Varies (40/Week)

Job Purpose
The nTouch Customer Experience Specialist is responsible for creating customer loyalty and satisfaction through one contact resolution of telecommunications network and device issues.

Essential Duties and Responsibilities

The requirements listed below are representative of the knowledge, skills, and abilities required for this position. Successful performance of the Customer Experience Specialist role requires that an individual perform each of these duties in accordance with established performance standards. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

  • Answer calls, chats and e-mails from customers requesting assistance with wireless devices and networks.
  • Supports client technology deployments by providing phone, chat and e-mail assistance with application downloads, configuration, and device set-up.
  • Provides detailed guidance to customers on how to set up and configure data and voice products.
  • Follows troubleshooting procedures and asks appropriate questions to properly diagnose issues before implementing corrective action.
  • Refers major hardware/software problems to vendors or technicians for service and tracks progress on behalf of the customer to ensure on-going communication.
  • Assists customers by swapping out devices when necessary.
  • Documents all interactions with customers in the CRM (Salesforce) including problem, resolution and relevant customer information.
  • Meets department productivity and quality standards relating to calls, ticket documentation, customer feedback and overall maintenance of client service level agreements.
  • Follows up with customers to ensure satisfaction, determine additional service requirements and obtain confirmation that the issue has been resolved in accordance with customer expectations.
  • Sends handwritten customer thank you cards to customers in accordance with performance standards.
  • Supports other departments within STS on deployments and order entries as needed.
  • Completes on-going training to stay current on existing and new systems and products, to grow skills, and maintain proficiency on company values and organizational requirements.
  • Demonstrates positive and cooperative behavior with customers and coworkers.

Knowledge/Experience
H.S. Education or equivalent required. Minimum of two or more years of customer service experience (experience in a call center environment is preferred). Demonstrated competency working in a Windows based environment including keyboarding proficiency in excess of 45 WPM. Internet savvy and accustomed to the use of automated systems. Exceptional oral and written communication skills. Exceptional relationship building skills. Demonstrated ability to quickly grasp new technologies by reading technical manuals or consulting on-line resources. Demonstrated professionalism and poise (especially when dealing with frustrated or disgruntled customers). Ability to read, write and speak in English. Experience working with wireless or telecommunication technologies preferred.

Geotab Product Support Specialist (Multiple Positions)

Reports to: Director of Customer Experience
FLSA Status: Non-Exempt
Hours: Varies (40/Week)

STS is seeking both Spanish and English speaking product support specialists. This position
is responsible for creating customer loyalty and satisfaction through one contact resolution of Geotab related inquiries. This role also assists automotive fleet managers in developing metrics and reporting aimed at optimizing vehicle and driver efficiencies.

Essential Duties and Responsibilities
The requirements listed below are representative of the knowledge, skills, and abilities required for this position. Successful performance of the Product Support Specialist role requires that an individual perform each of these duties in accordance with established performance standards. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

  • Supports client by providing phone, chat, and e-mail assistance relating to device errors, network communications, portal configuration, and product implementation.
  • Provides detailed guidance to customers on how to troubleshoot devices, portal issues, and service outages.
  • Follows troubleshooting procedures and asks appropriate questions to properly diagnose issues before implementing corrective action.
  • Documents all interactions with customers in the CRM (Salesforce) including problem, resolution and relevant customer information.
  • Meets department productivity and quality standards relating to calls, ticket documentation, customer feedback and overall maintenance of client service level agreements.
  • Follows up with customers to ensure satisfaction, determine additional service requirements and obtain confirmation that the issue has been resolved in accordance with customer expectations.
  • Sends handwritten customer thank you cards to customers in accordance with company performance standards.
  • Completes on-going training to stay current on existing and new systems and products, develop new skills, and to maintain proficiency on company values and organizational requirements.
  • Demonstrates positive and cooperative behavior with customers and coworkers.

Knowledge/Experience
H.S. Education or equivalent required. Minimum of two or more years of telephone based customer service experience in a technical support environment. Demonstrated experience providing bi-lingual customer service in a technical environment preferred for bi-lingual roles. Competency working in a Windows based environment including keyboarding proficiency in excess of 45 WPM. Expert level Excel skills including creation of pivot tables and reports. Internet savvy and accustomed to the use of automated systems. Exceptional oral and written communication skills. Exceptional relationship building skills. Demonstrated professionalism and poise (especially when dealing with frustrated or disgruntled customers). Ability to read, write and speak in English. Experience working with wireless or telecommunication technologies preferred. Knowledge of fleet oversight and management preferred.

Account/Channel Manager

Strategic Telecom Solutions has a simple mission – making mobility work for our customers! Were fueled by a team of passionate individuals who are intelligent, dedicated, and driven toward success. We are confident of our ongoing growth based on this winning combination — great people, intelligently crafted strategies, and a progressive culture, within an industry that offers unlimited opportunity.

As an STS Account/Channel Manager, you will identify, recruit and develop a portfolio of partners to sell Geotab, the industry’s only comprehensive fleet management solution, to fleet and transportation managers throughout the Northeast! Your knowledge of transportation and telematics will keep STS at the top of Geotab’s reseller standings and assist you in fulfilling responsibilities that include:

  • Identifying and leveraging partner agents and consultants to represent STS mobility solutions through a variety of means including cold-calling, social and direct networking, leveraging existing relationships and appointment setting.
  • Training and developing your partner agents on Geotab via in-person meetings, lunch-and-learn opportunities, webinars and assisting with customer calls and appointments.
  • Presenting STS solutions to prospective customers and assisting agents in negotiating and closing deals.
    Creating mindshare within your partner base by consistently and effectively communicating industry and STS specific news, events and happenings.
  • Qualifying and maintaining a pipeline of prospective customers through your extended agent base.
  • Assisting your partners in gathering key customer information and ensuring it is maintained in the STS CRM database.
  • Building company credibility, brand value, and trust with your agents and their prospective customers.
  • Gaining knowledge, insight and understanding from key decision-makers regarding customer needs/challenges.
  • Self-managing the number of agents and customers in your pipeline in order to meet or exceed monthly sales volume requirements.
  • Participating in sales and channel development strategies to assist the company in optimizing information related to the industry and customer needs.

Required Education/Experience:
Our ideal Account/Channel Manager has 3 to 5 years of direct or indirect sales experience. Additionally, this position requires transportation industry knowledge including an understanding of telematics. This position also requires owning or having access to reliable car transportation for frequent travel (up to 80%). Ability to be mobile and work remotely is required as is proficiency in MS Office, Salesforce (or similar CRM software. Bachelor’s degree or equivalent experience preferred.

*Seeking Reps in the Greater Philadelphia and Tampa/Orlando Area.

Business Analyst

Reports to: Director of Customer Experience
FLSA Status: Non-Exempt
Hours: Varies (40/Week)

Job Purpose
The Data Analyst directly assists the Business Support and Operations Managers in preparing and analyzing data to support the various lines of business as defined in each scope of work. The Data Analyst pulls stats and metrics from various locations, including ShoreTel, SalesForce, Paylocity, mobile carrier portals, the Geotab portal, SnapEngage, SurveyMonkey, ServiceNow, and FDT to prepare weekly, monthly, quarterly, and annual reports. These reports range in function and are used for coaching team members, providing reporting metrics to various clients and companies, and also in preparation of weekly and monthly metrics to share with the team. The Data Analyst has a strong working knowledge of Microsoft Office, especially Excel, and is able to learn new systems quickly in order to pull reports. The Data Analyst also has an impeccable sense of urgency to meet tight deadlines, especially as requested by our clients. As scorecards related to team member performance are being created, the Data Analyst does not share privileged employee information and operates with discretion.

Essential Duties and Responsibilities
To perform this job successfully, the individual must be able to perform each of the following duties and responsibilities satisfactorily. This is not all inclusive and other duties may also be assigned, as necessary. The duties and responsibilities listed below are representative of the knowledge, skill, and or ability required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Coordinate with and assist Business Support Managers and Operations Manager in the preparation of business analytics
  • Have a strong working knowledge of Microsoft Office, including Excel. This includes creating pivot tables, using the VLookup function, and creating new dashboards to support the business needs
  • Ability to quickly learn and understand new software and Telecom Expense Management solutions
  • Creation of detail orientated business presentations via Microsoft Powerpoint for clients as outlined in Scope of Work and as requested by clients
  • Creation of weekly SLA and team performance metric presentations to be presented to the Operations team
  • Developing new reports to help improve the lines of business
  • Creation of monthly scorecards for each team member to outline team member performance as it relates to phone metrics, emails, SalesForce cases, chats, orders processed, order accuracy, attendance, SurveyMonkey survey data, and other key performance indicators
  • Working with the Sprint PSIS to develop recurring reports specific to the Sprint carrier
  • Creation of monthly business performance presentations specific to the needs of our various clients and lines of business. These will include Key Performance Indicators such as Average Handle Time, Abandonment Rate %, SalesForce Cases closed, Average Wait Time, and other metrics defined by the client
  • Ability to accurately trend data and interpret the information to bring noticeable outliers to the Business Support Managers and Operations Manager
  • Track and document carrier zero usage reporting as outlined in the scope of work for applicable clients. This will involve working with the carrier, and using different Telecom Expense Management systems, to pull applicable data
  • Ability to communicate with different lines of business via email to procure data that is needed for report creation with little assistance or direction
  • Ability to work within stringent deadlines to return proper results as needed for the lines of business
  • Accurately allocates time to ensure all deadlines and reporting requirements are met, while still able to complete side projects as assigned
  • Ensures all records are saved and stored compliantly to prevent any breach of confidentiality
  • Effectively communicates relevant data metrics to superiors, clients, and internal team members
  • Resolves and/or escalates issues in a timely fashion to ensure deadlines are met. Communicates effectively with telecom carriers and management to identify needs and evaluate alternative business solutions
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships
  • Builds a knowledge base of each client’s business, organization, and objectives to further establish reporting that will move forward the line of business
  • Suggests areas for improvement in internal processes along with possible solutions

Knowledge/Experience
Bachelors in related field preferred, or equivalent experience. Two or more years in a call center or workforce management environment with a focus on metrics preferred.