Business Analysis/Reengineering Practitioner - Apex Systems, Inc

Full Job Description
Job#: 2047363
Job Description:
Cellular Services Specialist
Onsite in Dearborn, MI (Hybrid, 2-3x/week)
Key Responsibilities:
Providing Best-in-Class Customer Support:
- Troubleshoot and resolve cellular issues for internal employees, both hardware and software.
- Serve as the single point of contact (SPOC) for mobile device problems.
- Use excellent communication skills to understand needs, provide clear solutions, and ensure customer satisfaction.
- Manage mobile device fulfillment queues, ensuring timely and accurate processing of requests.
Taking Ownership and Driving Efficiency:
- Develop and document processes, creating run books and standard operating procedures.
- Generate weekly reports detailing request volumes and types, identifying trends and opportunities for improvement.
- Build and maintain a comprehensive knowledge base of support documentation.
Hands-on and Collaborative:
- Deliver and activate devices for customers within the Dearborn offices.
- Update customer information in both the cellular carrier and Managed Services portal.
- Collaborate with customers, suppliers, and Ford Collaboration Services Product, Engineering, and Operations teams to evaluate products.
Skills Required:
- Understanding of cellular services, devices, and carriers.
- Proficiency with Apple iPhone.
- Ability to deliver excellent customer experiences.
- Strong problem-solving skills and ownership of issues within established SLAs.
- Technical support experience related to mobile devices.
- Excellent written and verbal communication skills.
- Ability to multitask effectively.
- Proficiency in providing metrics and daily reports related to cellular services.
- Outstanding MS Excel and SharePoint skills.
- Supplier relationship experience.
- Strong analytical and critical thinking skills.
- Success in team environments.
- Strong people skills, including being a good listener and empathetic.
Skills Preferred:
- Experience with secondary Microsoft tools (Visio, Access, Project, etc.).
- Self-motivated with a strong "can do" attitude and willingness to learn.
- Ability to manage multiple queues and assignments with minimal oversight.
- Experience working in a dynamic environment, able to shift tasks quickly.
- Excellent project management skills with the ability to plan and implement daily tasks.
Experience Required:
- Customer support
- Cellular operations
- Customer service
- Mobile products
- Managing support queues
Experience Preferred:
- Vendor management
Education Required:
- High School Diploma
- Associate degree or Bachelor's degree
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited ou