Mobility Managed Services Coordinator

Levata; Canada; Remote; CAD 45,000 - 50,000; Full time

Job summary

A leading Canadian technology firm is seeking a skilled Mobility Managed Services Coordinator to manage incidents and service requests related to wireless mobility infrastructure. The role requires effective communication, strong analytical skills, and a customer service orientation. Applicants should have a high school diploma and at least 2 years of customer service experience, preferably in telecommunications. A competitive salary and benefits package is offered, along with a remote working option.

Benefits

Competitive salary and bonus

Comprehensive benefits package

RRSP

Cost reduced health club membership

Qualifications

• 2 years of Customer Service experience required.
• Experience in the telecommunications industry is an asset.
• Proactive approach to identifying and resolving issues.

Responsibilities

• Manage the end-to-end lifecycle of incidents related to corporate wireless services.
• Ensure timely response and resolution of incidents.
• Coordinate with technical teams for issue resolution.
• Handle service requests from end users.

Skills

Excellent communication skills

Strong analytical abilities

Troubleshooting skills

Customer service orientation

Education

High School Diploma

Tools

ServiceNow Platform

Job description

Levata is the leading reseller in Canada, serving Canadian customers coast to coast with a proven track record of innovation in data collection and automated identification data capture (AIDC) solutions. As a premier partner with the leading global manufacturers in barcoding, RFID, printing, and mobile computing; Levata provides innovative solutions that bring together product, software, and services to meet your unique needs and application. Our solutions are award-winning and include engineering and repair services.

This is a remote position based only in Canada, 10am-6pm EST, Monday to Friday.

Job Overview:

We are seeking a skilled and highly motivated Mobility Managed Services Coordinator to join our dynamic IT support team. This role is specifically focused on managing incidents and service requests related to our Wireless Mobility infrastructure using ServiceNow. You will be responsible for ensuring the timely resolution of issues and handling service requests from corporate customers in alignment with ITIL best practices, while maintaining the smooth operation of wireless services.

As part of this role, you will work closely with cross-functional teams to troubleshoot customer user issues, handle escalations, and enhance the overall user experience for internal and external stakeholders. A solid understanding of ServiceNow Incident and Request Management modules, along with expertise in wireless mobility technologies and services, will be key to your success.

What You'll Do:

Incident Management:

• Manage the end-to-end lifecycle of incidents related to corporate wireless services (Mobility devices hardware issues, carrier network issues, Setup & Customer specific configuration support, WIFI issues, etc.).
• Ensure timely response and resolution of incidents by prioritizing based on severity and business impact.
• Coordinate with technical teams to troubleshoot, resolve issues, and restore normal service operations.
• Update and maintain incident records in ServiceNow, ensuring all relevant details are captured.
• Perform root cause analysis and provide preventive measures to avoid future incidents.
• Ensure adherence to SLA (Service Level Agreements) and escalate issues when necessary.

Request Management:

• Handle service requests from end users related to wireless services (e.g., Wi-Fi access, mobile device ordering & configuration, wireless network activation/deactivation requests).
• Process requests through ServiceNow in accordance with defined workflows and approval processes.
• Ensure all requests are completed in a timely manner, meeting user expectations.
• Work with cross-functional teams (e.g., network engineers, hardware teams) to fulfill requests for new wireless equipment or services.

Collaboration & Communication:

• Act as a liaison between end-users and technical teams, ensuring clear communication during the resolution of incidents and fulfillment of requests.
• Provide regular updates to end-users on the status of incidents and service requests.

Documentation & Knowledge Management:

• Maintain accurate documentation for incident resolutions, requests, and service catalog items.
• Develop and maintain knowledge articles for common wireless issues and resolutions.

What You Need:

Required:

• High School Diploma
• 2 years Customer Service experience

Soft Skills:

• Excellent communication skills (written and verbal).
• Strong analytical and troubleshooting abilities.
• Ability to work under pressure and manage multiple priorities effectively.
• Attention to detail and a proactive approach to identifying and resolving issues.
• Strong customer service orientation with the ability to handle user requests professionally and efficiently.
• Experience with the ServiceNow Platform is an asset
• Customer Service experience within the telecommunications Industry an asset

What We Offer

• Competitive compensation of CAD 45,000-50,000 depending on experience and a 5% bonus
• Comprehensive benefits package including medical and dental
• RRSP
• Cost reduced health club membership