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.

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.

Project Coordinator

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

Job Purpose
The STS Project Coordinator is responsible for activation, staging and deployment of mobile devices as part of the STS order fulfillment process. This includes management of inventory as well as oversight of the company’s shipping and receiving processes. Additionally, this role provides project planning and implementation support to STS Project Managers.

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 Project Managers in the execution of projects.
  • Be knowledgeable about wireless device capabilities and staging tools.
  • Ability to understand and use custom software applications.
  • Exercise a working knowledge of technological products; specifically, mobile environment and mobile devices.
  • Ability to quickly adapt to ever changing business needs and come up with practical solutions to provide an excellent customer and client experience.
  • Knowledge of Excel pertaining to record keeping, reporting, and organizing project completion details.
  • Ability to troubleshoot issues on devices.
  • Responsible for STS and Client inventory accuracy and control.
  • Manage shipping and receiving of STS inventory and client devices.
  • Responsible for receiving all shipments, signing for packages, inventorying and recording contents, and escalating discrepancies.
  • Responsible for logging shipments and billing reconciliation.
  • Maintains shipping supply inventory.
  • Ensures project documents are complete, current, and stored appropriately.
  • Effectively communicates relevant project information to superiors, clients, and internal team members.
  • 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.
  • Suggests areas for improvement in internal processes along with possible solutions.
  • Travel as required to perform on-site Field Ready deployments, participate in customer meetings or other activities.

Education/Experience
Three or more years of inventory control/management experience. Demonstrated competency with wireless device setup and troubleshooting. Bachelors in business, accounting, related field, or equivalent experience preferred. Experience working as part of a project preferred.