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.

Available Positions

Training Specialist

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

Job Purpose
Training Specialists are responsible for Geotab training and implementation for new and existing STS clients. This includes developing, coordinating, and facilitating training programs. Training Specialists are also engaged in day-to-day customer support to understand client requirements and priorities and facilitate resolution.

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.

Client Implementation and Training

  • Develops, modifies, and updates program curriculum and/or content and materials.
  • Establishes, coordinates, and trains based on business requirements.
  • Instructs/teaches/facilitates web-based training programs for diverse audiences.
  • Verifies the customer receives initial system training within 30 days of implementation.
  • Provides 60 and 90 day touch points with all customers to ensure they are trained and versed in the product.
  • Forecasts training agenda and schedules, and engages additional resources as necessary.
  • Follows a customer contact model, which includes multiple contacts by phone and email, to ensure all Geotab customers are trained on the product.
  • Engage Sprint/STS Sales Representatives and customers for 1-on-1 training and demo sessions.
  • Provide clients with resources such as support contact information and an overview of the training video website to ensure they are getting the most out of their Geotab purchase.

Communication

  • Demonstrates a professional attitude toward customers, clients, and co-workers.
  • Communicates effectively and professionally with co-workers, clients, and customers via telephone and email.
  • Excellent oral and written communication skills.
  • Documents accounts correctly in Salesforce (internal) database.
  • Maintains an active log detailing all progress and projected deadlines of each training.

Support

  • Ability to assist Support Specialists with customer support contact via phone, email, and live chat as needed.

Sales

  • Maintains full working knowledge of all products and services to instantly identify potential opportunities for add-on services.
  • Assistance with Geotab presentations to the Sprint sales team and National Account Manager sales opportunities as needed.
  • Handle product trainings for all applicable products.

Knowledge/Experience
Bachelor’s Degree or equivalent experience required. Two or more years training experience related to technology; or equivalent combination of education and experience. Advanced computer skills including expert user of MSOffice with advanced Excel knowledge including pivot charts and tables. Exceptional oral and written communication skills.

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.

Inside Sales Specialist

Reports to: President of Sales
FLSA Status: Non-Exempt
Hours: Varies (40/Week)

Job Purpose
The inside sales representative is responsible for contacting the existing STS customer base via phone, e-mail, and other communication mechanisms to communicate opportunities and extend promotional offers. This position is also responsible for assisting the Geotab Experience Manager in optimizing the Geotab user experience through exceptional customer service.

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.

  • Manage assigned sales territory through effective pursuit prioritization, qualification, pipeline development, opportunity planning, deal forecasting, internal resource allocation, and overall strategic selling.
  • Arrange appointments with potential prospects including pre-arranged appointments or regular ‘cold’ calling activities;
  • Assist in the development of formal value assessments and ROI analysis for new opportunities;
  • Assist in negotiating pricing and contractual agreements while maintaining STS’ commitment to customer service excellent;
  • Demonstrate ability in building and maintaining positive relationships with clients and prospects;
  • Identify and develop strategic alignment with third party influencers and partners.
  • Prepare presentations, quotes, closing deals, order entry and all activities within sales operations;
  • Penetrate existing accounts and meet with key stakeholders and decision influencers to expand market presence.
  • Provide customer service to clients throughout the selling process.
  • Maintain detailed records of all contacts, completed sales, sales funnels, which can involve database management.
  • Plan work, schedules and weekly and monthly timetables. This may involve working with the sales manager or discussing future targets with the sales manager.
  • Regularly attendcompany meetings, new technology presentations and briefings;
  • Keep up with the latest wireless technology supplied by the company and interpreting, presenting and discussing this technology with current clients and prospects;
  • Staying up to date with competitors’ products;

Knowledge/Experience
Minimum of two or more years of sales and service experience with telematics experience preferred. Highly developed selling, customer relations and negotiation skills. Team player, positive attitude, and highly organized. Excellent written, verbal, and interpersonal skills. Strong presentation skills. Exceptional oral and written communication skills. Exceptional relationship building skills. Demonstrated professionalism and poise (especially when dealing with frustrated or disgruntled customers).

Project Support Manager

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

Introduction
Are you looking for an exciting opportunity to manage the implementation and onboarding of Fortune 50 companies with an industry leading fleet management solution? Strategic Telecom Solutions is looking for a business leader with a passion for exceptional customer service and proven success in project implementation and inside sales. You will be taking the lead on a groundbreaking project that involves working directly with clients during the onboarding process, developing project plans to meet rollout schedules, and cultivating potential sales opportunities. We’re looking for a dynamic and adaptable individual who can wear multiple hats, all while contributing to the fun, and a little weird, atmosphere of our workplace. If you are looking for a corporate environment with the same day to day grind, this position is not for you. Everyone else, please continue reading and if you fit the bill, we’d love to meet you!

Job Purpose
The Project Support Manager is responsible for the day to day management of STS’ corporate client relationships and projects. Project Support Manager’s regularly exert discretion and independent decision making in managing every aspect of our corporate clients – including allocating resources that financially impact the company – to ensure the best outcome for the company and the client. They act as an advisor and consultant in support of National Account Managers as well as company clients, with all aspects of STS Field-Ready services including: developing project plans, communication plans, full-service project management, procurement, product staging, deployment, technical support and training, as well as managing all third-party applications and client assets. Project Support Managers are also engaged in identifying inside sales opportunities as they relate to assigned customers. They then convert these sales opportunities to create add-on sales for the solution.

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.

  • Manage all Field-Ready Projects to ensure device procurement, delivery, staging, shipping timelines, and project budgets are completed.
  • Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
  • Identifies resources needed, assigns individual responsibilities and manages day-to-day operational aspects of a project and scope.
  • Effectively applies our methodology and enforces project standards to minimize company exposure and risk on projects.
  • Ensures project documents are complete, current, and stored appropriately.
  • Sets and manages client expectations.
  • Identifies business development and “add-on” sales opportunities as they relate to a specific project.
  • Continuously communicates with sales opportunities to lead to new conversions specific to the project to achieve target sales metrics.
  • Effectively conveys our message in both written and verbal business development discussions.
  • Facilitates team and client meetings effectively.
  • Effectively communicates relevant project information to superiors.
  • Resolves and/or escalates issues in a timely fashion. Communicates effectively with clients 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.
  • Seeks and participates in development opportunities above and beyond training required by STS.
  • Suggests areas for improvement in internal processes along with possible solutions.
  • Complies with and helps to enforce standard policies and procedures.
  • Assists with client RFPs, project plans, and wireless implementation documents.
  • Manages the resolution of issues with customer service requests for assigned accounts including swaps, ports, plan changes, user name updates, billing support, concessions, and warranty replacements to ensure that service level agreements (SLA’s) are met or exceeded.
  • Travel as required to perform on-site Field-Ready deployments, participate in customer meetings, trainings, or other activities.
  • Delivers engaging, informative, well-organized presentations.
  • Understands how to communicate difficult/sensitive information tactfully.
  • Possesses general understanding in the areas of technology relevant to our business.
  • Possesses a thorough understanding of our capabilities.
  • Maintains awareness of new and emerging technologies and the potential application on client engagements.
  • Remains on the forefront of emerging industry practices.
  • Consistently acknowledges and appreciates each team member’s contributions.
  • Effectively utilizes each team member to his/her fullest potential.
  • Keeps track of lessons learned and shares those lessons with team members.
  • Mitigates team conflict and communication problems.
  • Manages day-to-day client interaction and develops lasting relationships with client personnel that foster client ties.
  • Identifies opportunities for improvement and makes constructive suggestions for change.

Knowledge/Experience
Bachelor Degree in Business Administration or equivalent experience. Minimum of two or more years of project management experience with telematics experience preferred. Highly developed selling, customer relations and negotiation skills. Team player, positive attitude, and highly organized. Excellent written, verbal, and interpersonal skills. Strong presentation skills. Exceptional oral and written communication skills. Exceptional relationship building skills. Demonstrated professionalism and poise (especially when dealing with frustrated or disgruntled customers).