Mobility Specialist

Johnson Controls is hiting for the role of Mobility Specialist!

Responsibilities of the Candidate:

Mobile Service Administration:

Process mobile service requests, including new activations, upgrades, line changes, suspensions, and disconnections.

Coordinate mobile device replacements and service transfers.

Maintain accurate records of mobile numbers, devices, and service information.

Assist with mobile inventory tracking and asset management activities.

SIM & eSIM Support:

Provision and activate physical SIMs and eSIMs.

Support users with eSIM setup and activation.

Troubleshoot common SIM and eSIM issues.

Coordinate SIM replacements and device upgrades.

User Support:

Provide daily support for mobile phones, tablets, and wireless services.

Troubleshoot mobile connectivity, voice, text messaging, and data service issues.

Assist users with device setup and carrier-related concerns.

Support requests involving lost, stolen, or damaged devices.

Provide white-glove support to VIP users when required.

Carrier Coordination:

Submit support requests and service orders to mobile carriers.

Track carrier tickets and follow up on outstanding issues.

Escalate service-impacting issues when necessary.

Assist with number porting and mobile service changes.

Security & Account Support:

Assist users with PIN and PUK code requests.

Support carrier verification and account authentication processes.

Coordinate SIM swap requests using approved procedures.

Report suspected mobile fraud or unauthorized activity.

Operational Support:

Maintain mobility documentation and knowledge articles.

Assist with reporting and inventory audits.

Identify recurring issues and recommend process improvements.

Participate in mobility-related projects and service enhancements.

Requirements:

Experience supporting enterprise mobile phone programs.

Experience working with wireless carriers such as Verizon, AT&T, T-Mobile, Vodafone, Orange, or Telefónica.

Familiarity with telecommunications inventory management systems.

ITIL or customer support experience.

Experience supporting corporate mobile device deployments.

Key Competencies:

Customer service.

Mobile device support.

eSIM administration.

SIM management.

Carrier coordination.

Problem-solving.

Inventory management.

Attention to detail.

Communication skills.

Organization and planning.