Mobility Operations Specialist - SFDCJP

Mobility Operations Specialist

The mobile provisioning team is part of IT Asset Management which is considered a business-critical team. Being within IT Asset Management, we are required to have an on-site presence in the office. All applicants must be comfortable getting to and from the Toronto office. We're looking for a Mobility Operations Specialist to support our staff at Salesforce in Toronto. In this role, you're a critical part of a diverse team that manages the deployment, configuration, and lifecycle of our mobile devices and service from procurement through asset disposal.

As a Mobility Operations Specialist, you must exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. We are customer-centric and pride ourselves on consistently providing a good customer experience. You will maintain in-depth knowledge of cutting-edge mobile technology and services and be the final escalation point for the team and our user base.

You will need to know how to enforce policy while doing whatever you can to help the user. The ideal candidate will have some experience with mobile devices and their usage in a mid to large-size enterprise.

Responsibilities:

• While working the helpdesk, you will be customer facing and must be able to communicate effectively with the users we support
• Queue management:
  Must be comfortable managing a queue with 50+ tickets at a time and updating them consistently
• Provision and dispatch devices for internal users that are having hardware issues
• Responds promptly to escalations for technical support via all communication channels
• Provisioning of devices for new hires and existing employees
• Ensuring that you follow standard procedures to keep data quality
• Inventory Management:
  Manage device inventory inclusive of device forecasting, auditing, recycling of used devices, and disposal preparation

Customer Support:
Provide training to users on the proper usage and configuration of their mobile devices with a positive attitude and empathy

Collaboration:

Work with Techforce (Helpdesk), Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security, and other teams to identify and resolve escalations and optimize processes

Troubleshooting:
Mobile devices inclusive of hardware, services, and internal applications

Documentation:
Case status and provides updates to management and end-users. Process documentation. Develop, document, and maintain standard operating procedures, best practices, and customer service guidelines. Drive project deliverables for the team. Assist IT Asset Management in forecasting demand for services and devices. Any other tasks that will keep mobile operations running smoothly.

Required Skills:

• 1-2 years experience in a related role, preferably provisioning while supporting a large organization
• Attention to detail - you will be responsible for maintaining our data quality
• Excellent verbal and written technical documentation skills
• Strong team player with service-oriented attitude and customer focus
• Strong research and problem-solving abilities are required
• Current knowledge of Mobile devices (iPhone/iPad, etc.), hardware/software, and general technology trends
• Must be a go-getter and Salesforce enthusiast who thrives on working in a fast-paced environment
• Knowledge in the support and function of iOS and Android devices
• Knowledge in the area of mobile services and optimization of plans
• Knowledge in telephony
• College degree preferred but not required