The Opportunity
The Technology Account Specialist is responsible for the setup, maintenance, and ongoing management of accounts and services provided by the Wakestream IT department of RDV Corporation including internet, television, streaming and unified communications.

Culture of Care
At RDV Corporation, we recruit only the most talented people who are highly capable, energetic, positive, results focused, and who naturally contribute to a premier service-oriented culture. In turn, our employees experience competitive compensation and comprehensive benefits programs that enhance their lives and experiences. They also enjoy a workplace that is meaningful, engaging, and collaborative; a place where they can grow their career in the vibrant heart of downtown Grand Rapids, MI.

Duties and Responsibilities

• Manage all cellular device accounts including ordering new service and equipment, terminating services, coordinating cellular number porting, and coordinating billing with vendors and RDV Corporation accounting personnel.
• Understand and communicate options for cellular, data, and telephone plans to end-users.
• Work with stakeholders and Wakestream IT personnel to determine optimal service plans are chosen. 
• Provide mobile device troubleshooting for end users (activations, carrier issues etc.)
• Maintain unified communications accounts (landline, Zoom, circuits).
• Research, order, and coordinate new service and repair appointments for internet, TV, streaming and unified communications accounts.
• Maintain the Cable\Satellite TV, Satellite Radio, and streaming services accounts.
• Maintain strong relationships with vendors and account representatives to ensure that all customers receive the best level of service.
• Provide troubleshooting support for TV, internet, and streaming services.
• Work with the IT Account Services Operations Specialist to audit bills from service providers for accuracy.

Other

• Appropriately address and respond to inquiries and problems in a timely manner.
• Provide support for account management to the IT Account Services Operations Specialist
• Provide support for special projects in the IT Account Services department.
• Provide after-hours support for IT Account Services as required.

Elements of Success

• Associate’s degree in a business-related field preferred.
• Minimum of four years of experience working with telecommunications and internet vendors preferred.
• Must demonstrate strong facilitation skills, negotiation skills and the ability to document thoroughly.
• Demonstrated excellent interpersonal and communication skills, both written and oral with the ability to interface with a diverse array of audiences and stakeholders.
• Ability to handle multiple priorities and deadlines with exceptional attention to detail, organization, confidentiality, and follow through.
• Demonstrated proficiency in the Google Suite and Microsoft Word, Outlook, Excel, and PowerPoint; database experience preferred.
• Strong judgement and comfort-level working with confidential, sensitive, and proprietary information, as well as an uncompromised commitment to the highest level of confidentiality.