Client Services Assistant - Mobile Device Support
Location: Lexington, MA (Hybrid: 1-2 days onsite per week; increased onsite requirements during projects)
Clearance: Clearable; Interim Clearance required prior to start
Duration: 1 year with possible conversion to Full-Time Employee (FTE)
Pay Rate: $30 – 40 per hour (depending on experience)
This team is responsible for procurement and record-keeping of mobile devices. The team requires an Client Services Assistant to manage orders for new mobile devices and resolve tickets related to mobile services.
Job Overview:
Join our Client Services team supporting mobile device management for over 4,000 mobile devices and lines of service. This role will help manage requests via the ServiceNow ticketing system, update records, process orders, and troubleshoot device issues. With the addition of this position, the team will grow to three members.
Key Responsibilities:
Process mobile device procurement orders and manage requests through ServiceNow.
Update records for employees or mobile lines in associated databases.
Prepare shipping paperwork for remote staff or new hires.
Support porting of mobile lines of service between carriers.
Analyze and resolve mobile device financial and compliance reports.
Generate ad hoc reports, perform data analysis, and resolve issues.
Support minor projects and potentially develop instructional documentation over time.
Required Skills:
Excel Proficiency: Advanced skills with VLOOKUPs and pivot tables.
Apple Product Knowledge: Familiarity with Apple products and mobile device functionality.
Customer Service: 5-10 years in a customer service role, with experience handling complex issues.
Communication: Strong interpersonal skills to interact with customers, support staff, and vendors.
Preferred Skills:
ServiceNow experience or familiarity with service ticket platforms.
Adaptability and willingness to learn technical processes.
Previous administrative support experience within the military is a plus.
Training or certifications in Microsoft Office products.
Knowledge of ticket workflows or automations.
Ideal Candidate Attributes:
Detail-oriented, customer-focused, with a stable work history (preference against frequent job changes or short-term roles).
Demonstrates hands-on experience with data entry, database management basics, and ticketing systems.
