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    "requisitionDescription": "\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/22.7.18/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/22.7.18/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p id=\"isPasted\">Advocate helps IT leaders speed the shift from cost center to strategic partner. As the premier&nbsp;TBM&nbsp;consulting and services company with more than 600 enterprise clients, we uncover&nbsp;more savings to invest,&nbsp;enable more business outcomes and create more influence overall.</p><p>The End User support Analyst role is a full time contract role thru 12/31/22 with an opportunity for the role to convert to full time employment.</p><p>&nbsp;</p><p><strong>RESPONSIBILITIES</strong></p><ul><li>Provide first-level and second-level support for incoming mobile issues via the telephone or email.</li><li>Responsible for support and troubleshooting of enterprise end user mobile devices; i.e. tablets, smartphones</li><li>Responsible for daily provisioning and placing orders for mobile services.</li><li>Responsible for daily processing of end user support tickets.</li><li>Responsible for meeting or exceeding response time, ticket resolution time, and customer satisfaction ratings set by the Mobile Support Manager as defined in your goals and objectives&nbsp;</li><li>Additional responsibilities will include the preparation and deployment of&nbsp;mobile devices for our depot services</li><li>Provide a degree of proactive support, leveraging monitoring alerts and other tools, in effort to resolve potential issues before impact is realized to the client</li><li>Notify Mobile Support Manager when client impacting problems are encountered and assign tickets to responsible group/team when outside resolvable scope</li><li>Write technical documentation and publish to the help desk (Knowledge Management System) regarding activation procedures and troubleshooting steps for mobile devices</li><li>Record and document all reported issues in online tracking system accurately and timely</li><li>Engage carriers for third-level support on behalf of end users to assist with account changes, password resents and to arrange replacement of devices when needed</li><li>Act as a technical and usability expert on various mobile devices</li><li>Procurement of devices with multiple carriers to include Moves, Adds, Changes and Disconnects (MACD) requests from clients&nbsp;</li><li>Ensuring SLA&rsquo;s are maintained for all MACD activity and escalated to the Mobile Support Manager when appropriate&nbsp;</li><li>Responsible for all of the above during assigned shift hours.</li></ul><p>&nbsp;</p><p><strong>SKILLS</strong></p><ul><li>Excellent Organization, Communication, Critical Thinking and Time Management skills</li><li>Strong ability to communicate both verbally and in writing with clients, vendors and team members</li><li>Ability to work well in a collaborative, team environment&nbsp;</li><li>Ability to work independently and exercise sound judgement to solve complex problems&nbsp;</li></ul><p>&nbsp;</p><p>&nbsp;<strong></strong><strong>QUALIFICATIONS</strong></p><ul><li>Bachelor&rsquo;s degree in Business or Information Technology is preferred but not required&nbsp;</li><li>1-2 years of experience in mobile communications is preferred</li><li>Experience working in an inbound contact center preferred but not required</li><li>Working knowledge of Microsoft Office Suite&nbsp;</li><li>Must provide Proof of Right to Work in the United States on the I9 Form</li></ul><p>&nbsp;</p><p><strong>OPPORTUNITIES</strong></p><ul type=\"disc\"><li>Join a company named to the <strong>Inc. 5000&nbsp;</strong>list of Fastest Growing Companies for <strong>eleven consecutive years</strong></li><li>Named one of the Top 100 Workplaces by The Atlanta Journal-Constitution</li><li>Work daily with Fortune 500 Clients</li><li>Opportunity for rapid career advancement</li><li>Client facing position with the opportunity to make a direct impact</li></ul><p>&nbsp;</p>\n    </div>\n  \n",
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