Associate IT Ops Specialist I (Global Cellular Services Specialist)
fluor-corporation
Muntinlupa, National Capital Region, Philippines
4h ago

Job Description

Senior IT Technician Global Cellular Services Specialist (Voice Services / Invoicing / Internal billing administrator)

The Global Cellular Services (GCS) specialist acts as Level 1 support responsible for resolving, coordinating and managing the issues related to the Cellular & Mobile support needs of Fluor employees based in the Philippines, US and Canada.

Scope includes but are not limited to Ordering, Inquiry / How To’s, Plan Upgrades, Billing questions and Cost charging. The GCS specialist helps ensure service agreements with preferred Telecoms Providers are met.

They serve as point of contact (POCs) for corporate users & IT Cellular Services counterparts from other offices to ensure that proper coordination is followed across all authorized service providers.

The GCS specialist is also responsible in processing and approving internal billing invoices for the accounts assigned under the GCS Team.

Additional ad hoc tasks may also be included on the job responsibilities depending on the business need.

Roles and Responsibilities

Answering inquiries concerning equipment, services, billing & billing issues

Resolving problems related to the billing / services concerns thru coordination

with the service provider

Ordering new service and processing requests to upgrade equipment under an existing account

Porting service number from one wireless provider to another

Processing of Service cancellation / s

Assisting with equipment warranty exchanges

Assisting in Lost or Stolen Device processing thru advising the user of replacement options and cost

Processing service plan and feature changes

Generating aging report for accounts with 60+ days payment past due

Troubleshooting connectivity issues

Creating reports and reviewing overall usage to recommend plan and feature changes

Asset management

Authorizing on-line access allowing the users with limited on-line access to manage their account.

Invoice processing including monitoring of all invoices for payment

Invoice error corrections thru SAP and other internal tools

Basic Job Requirements

College Graduate and relative work experience

At least two years of relevant back office / customer service / cellular / billing & invoicing work experience.

Highly proficient in Excel (Advanced skills)

Highly proficient in Powerpoint & other presentation tools (Basic Skills)

Sound knowledge and experience of customer service practices

Background in reporting is a plus but is not required

Other Job Requirements

Excellent oral and written English communication skills

Has pleasing personality

With strong inclination to learning and on-boarding new projects or initiatives

Has strong customer service orientation

Has quick adaptability and flexibility

Amenable to rotating work schedule including night shift, extended work hours, holiday and / or weekend work.

Skilled planner and structured worker

Has keen attention to detail

Has strong stress tolerance

Works with minimal supervision

Has excellent problem analysis and problem-solving skills

Has great ability to multi-task and prioritize work based on its order of urgency

Degree Required

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