Cellular Technical Specialist

The Cellular Technical Specialist’s primary focus is to support SimpliSafe’s commitment to providing the best experience to every customer, every time.

In this role, you will:

  • Work in a highly collaborative environment
  • Be responsible for gathering, validating, and resolving customer cellular connectivity issues
  • Utilize SQL to gather and analyze data to monitor and resolve carrier service state proactively
  • Manage device certification (Carrier/PTCRB/GCF) process and documentations
  • Maintain/resolve carrier Device Management Database (DMD) errors
  • Address & resolve cellular activation fallout
  • Resolve service state mismatches for active, self and non-monitored accounts
  • Maintain CellOps KPI dashboard for tracking costs, results, and areas of improvement.
  • Investigate and quantify potential drivers of cell service state errors, present findings, and collaborate with multiple departments to reduce/eliminate future mistakes and improve the customer experience.

What You’ll Need

  • Understanding of the full SimpliSafe product suite and CRM or have 2+ years of Contact Center experience
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint) and G-suite
  • Critical thinking with a proactive approach to problem-solving
  • Persistence to see a problem through to completion
  • Ability to prioritize tasks based on urgency and importance
  • Enjoy, and have enthusiasm for, continued learning and growth
  • Professional written and interpersonal skills for communicating with colleagues and customers

What we’d love to see (but isn’t required)

  • Familiarity with SQL querying (or similar database languages)
  • Understanding of cellular networking, components, and operations

Benefits & Perks:

Health, dental and vision coverage - We cover 85% of plans and offer excellent BCBS HMO/PPO Health plans
Unlimited paid time off - To give you the flexibility and work/life balance you seek
401k Matching and Company Equity - To help you prepare for the future
Commuter Pre-Tax Benefits - To help cover the costs of transportation and parking at our Downtown Boston HQ
Beer Fridays, Bagel Thursdays, Bi-Weekly Lunches, Team and Company Outings – We know how to have fun! Besides, who doesn’t like free food and drinks?!

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