Mobile Citizen, a Voqal project, actively advances social equity through access by providing low-cost wireless 4G internet exclusively to nonprofit organizations, educational entities and social welfare agencies. Championed by a national collaboration of EBS (Educational Broadband Service) licensees, Mobile Citizen’s internet service is available nationwide. We believe that making the internet available at an affordable price contributes to an engaged public and ultimately a more equitable democracy.

Mobile Citizen is currently looking for a Support Coordinator to join our dynamic, growing team. This is a temporary, non-benefited position paying $24.40/hr.

The Mobile Citizen Support Coordinator will work in a team environment with the Mobile Citizen team members. This position will provide day-to-day support to Mobile Citizen by providing technical support to end-users and supporting inventory and shipping needs. This combination role will be responsible for first line customer care, responding to customer inquiries via phone and email and solving customer tech support issues by working through Level 1 tech support solutions or facilitating calls with Sprint’s tech support team. Other duties will include shipping and receiving devices, conducting inventory counts and processing returns for Mobile Citizen customers and end-users.

This position is responsible for staying current on all Mobile Citizen products and shipping methods, shipping devices in a timely manner, supporting Mobile Citizen team members with tracking information and providing great customer service. The Support Coordinator must be customer focused, have a strong attention to detail, be outgoing and friendly and have strong interpersonal skills.

Requirements:

• High school diploma or GED required, bachelor’s degree preferred.
• At least 2-4 years of experience in shipping and receiving.

Knowledge and Skills:

• NetSuite experience preferred.
• FedEx shipping experience preferred.
• People person who is committed to meeting customer needs in a pleasant manner.
• Ability to work independently, multi-task, manage competing priorities and thrive in a fast-paced, ambiguous environment.
• Exhibits enthusiasm, high energy and a tremendous work ethic.
• Strong attention to detail, documentation and communication/listening skills.
• Demonstrated interest and ability to excel in a start-up environment.

Responsibilities:

• Provide exceptional customer service to direct customers, Mobile Citizen resellers and their end-users by shipping devices on time, to the correct address, providing tracking numbers in a timely fashion and addressing issues swiftly.
• Review purchase orders, check in devices against purchase orders and check off packing slips.
• Understand Mobile Citizen offers and products, be conversant in basic technical knowledge and equipment activation processes.
• Fulfill all customer care obligations by following established policies and procedures and contribute to the development and updating of those policies and procedures by providing productive feedback and input to build more efficient processes.
• Work with Sprint’s technical support team as appropriate to meet customer needs.
• Track all customer care issues in the NetSuite database and keep all customer accounts up to date in database.
• Document common tech support solutions for reference.
• Stay up to date on Technical Support and Shipping and Receiving responsibilities to provide support on as-needed basis.
• Meet and exceed customer care goals and metrics.

If you are passionate about a career that allows you to positively impact society, then join the Voqal team and be the call for change.

We invite you to apply: Voqal is proud to be an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Voqal employment decisions are based on qualifications, merit and business need.