Careers

Open Position: Mobile Citizen Customer Data Support Specialist

Image Description: Mobile Citizen Logo that includes the world Mobile Citizen in red and gray and three arches above the word that resemble a wi-fi icon.

Mobile Citizen, a Voqal project, actively advances social equity through access by providing low-cost mobile 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 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 remote, full-time Customer Data Support Specialist to join our dynamic, growing team.

Responsibilities

The Mobile Citizen Customer Data Support Specialist ensures customer satisfaction and excellence in service by providing resolutions to account needs relating to product and service operations and maintenance.

Serving as liaison and representative for internal stakeholders, this position works with customers and partners to successfully resolve billing, technical, and service-related needs and concerns by obtaining information, uncovering issues and requirements, and providing solutions utilizing available tools and resources. This includes resolving service, warranty, and/or technical problems. Billing, technical, and customer support experience are essential for success as well as extensive internal and external stakeholder collaboration and management. Typical support requests are related to account status, technical product application, service information, pricing questions, or billing adjustments.

Duties may include new orders, renewals and replacements, reseller disputes, partner end of month reports, renewals/renewal process, managing open sales orders, cleaning up rejected invoices, managing finalizing replacement tracking and documentation (spreadsheets and cases), and providing backup to other Mobile Citizen positions. Duties also include assisting with sales orders and transactions, completing renewals, coordinating refunds, processing and addressing billing disputes, facilitating suspensions, keeping customer accounts up to date, creating and managing reports, completing database updates, handling bulk lead imports, ordering and re-provisioning devices, communicating with direct customers and partners, and associated responsibilities.

Competencies

  • Approachability
  • Customer Focus
  • Dealing with Ambiguity
  • Problem Solving
  • Analytical Thinking
  • Teamwork
  • Communication
  • Customer Service
  • Job Knowledge
  • Technical Skills and Learning
  • Conflict Management

Required Skills and Experience

  • 2 years of experience providing high-level customer service support, by utilizing data resources, related to operations, technology, and/or services provided.
  • Excellent spreadsheet and data skills.
  • NetSuite experience preferred.
  • Experience working within a remote team is preferred.

Compensation and Benefits

The pay for this position is $23.55/hr. Voqal also offers a very generous benefits package including partially paid medical coverage for employees and dependents, partially paid dental and vision, paid LTD, STD, and AD&D. Paid vacation, sick, holidays, and personal time are also offered. We also off a retirement program including profit sharing and 401K plans.

Voqal is a philanthropic organization committed to the promotion of social equity. Voqal makes grants to nonprofits fighting systemic inequity, provides capital to entrepreneurs working to advance social justice, advocates for progressive public policy changes, invests in organizations working to address the educational opportunity gap, and operates a business that expands internet access and digital equity.

The Voqal office is physically located in beautiful Longmont (Boulder County), Colorado. However, this is a remote position that will collaborate with a dispersed team that is currently working remotely.

We strongly encourage candidates from other more culturally diverse cities and states to apply. We welcome applications from people with authentic, lived experience within the communities we serve and the issues we work to address.

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.

To Apply

Please email resumes to careers@voqal.org. No phone calls or emails, please.

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 age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, or any other characteristic protected by law. Voqal employment decisions are based on qualifications, merit, and business need.