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
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