Employer: vMOX
vMOX is looking for an Order Fulfillment Specialist – Procurement who will be responsible for responding to inbound tickets, calls, chats, and email inquiries from users who need help ordering or making updates to their wireless device and service. If you have a passion for helping clients and are looking to be a key player in a fast-growing, innovative company, this role is for you.
In this job you will:
- Process and fulfill all order and ticket requests with accuracy in a first in-first out processing model.
- Provide general assistance and support for incoming requests through tickets and orders related to mobile devices. Transfers and/or refers more complex technical issues through a defined escalation process.
- Provide first-level support to our customers including responding to calls, resolving tickets in our software systems, and driving issues to completion between the user and the wireless providers.
- Create all tickets with accuracy and route to the appropriate channel for the most efficient processing.
- Follows all standard operating procedures regarding the vMOX ordering process.
- Navigate the vMOX portal, walking users through the process of ordering devices and training them on system functionality and features.
- Provide exceptional customer experience on every customer communication.
- Make updates to customer device and accessory catalogs as required.
Qualifications for the role:
- Minimum of six months’ experience working in a wireless customer support environment.
- Business and Enterprise wireless carrier products/services background highly desired.
- Minimum of six months’ experience working in an order fulfillment or data processing role.
- Impeccable customer service skills.
- Previous experience with customer-facing, technical support procedures and ticketing software.
- Ability to type 45 WPM.
- Experience navigating and submitted requests in wireless carrier portals.
- Broad knowledge of wireless devices and services.
- Excellent communication including written, verbal and presentation skills.
- A basic understanding of mobile TEM platforms.
- Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required.
Location:
- 100% remote in the comfort of your most effective environment.
- Specifically looking for candidates in the Mountain and Pacific time zones.
We provide:
- Salary and benefits to commensurate with experience and achievement.
- Training opportunities and a highly collaborative environment.