Kajeet, Inc. - Telecommunications

Lead Operation Support Specialist
Denver , CO - United States
Kajeet, Inc.
Position Type: Full-time
Other Pay:
Industry: Telecommunications
Category: Engineering
Manages Others:
Experience: 4-Year
Career Level:
Relocation Covered:

About Kajeet

Kajeet, Inc. is all about innovation. Through its three brands, Kajeet, Arterra Mobility, and Otarris, the company is a leading wireless solutions provider enabling companies, education, and telecom service providers to customize the fast-moving world of wireless services to fit their needs. Arterra Mobility, a division of Kajeet, is the leading mobile virtual network enabler, having launched the top two MSO MVNO’s, and provides the Sentinel IoT platform to a wide variety of enterprises. Kajeet is the leading wireless solution provider in K-12, helping students in over 1000 school districts. Otarris provides innovative and optimized wireless solutions to the SMB market. For more than 15 years, we have built upon our deep expertise and agility in delivering highly configurable, unique solutions. Our management team is composed of industry experts who seek an open environment for innovation, personal growth, and making a difference. Our fast-paced culture and focus on teamwork means you will never be bored and have an opportunity to strengthen your professional career. The wireless world is constantly changing; we want you to be part of that journey.

Lead Operation Support Specialist

The Lead Operation Support Specialist is responsible for trouble management in a network operations environment proving client support and issue resolution for the Arterra platforms. In addition to billing and carrier/network provisioning, Arterra client platforms may include eCommerce, fulfillment, client/ end user facing web portals, and third party integration for credit card charging, taxation, and other similar functions. You will work closely with clients, internal Arterra teams and wireless carriers to ensure the platforms operate as expected. We pride ourselves on ensuring great client experiences which support Arterra’s business and profitability goals. Arterra is seeking a candidate who will excel at the following:

Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with Arterra NOC incident management guidelines
Research and analyze platform issues working cross-functionally across Arterra teams, clients, and carriers to identify root cause and corrective actions
Quickly identify and analyze network events from monitoring systems
Follow through and assist in troubleshooting after escalating
Respond to network activities, as required—this includes supporting SLA commitments between network operations and internal/external clients
Understand and respond properly to escalation procedures
Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and provide feedback for knowledge database.
Perform investigation/documentation/reporting for client-impacting or recurring issues
Manage and resolve client escalations in an effective manner, ensuring client satisfaction and evaluation of processes and procedures in order to minimize further issues
Interact directly with clients and Arterra teams to establish and manage priorities
Communicate effectively with clients and Arterra teams both proactively and reactively for platform release/outage notifications and issue resolution
Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times
Requirements / Experience

Experience with network monitoring systems (Cloudwatch, Jira, Confluence, Oracle Forms)
Strong computer skills—including solid working knowledge of Windows-based applications
Possess the ability to manage client platforms and adjust to shifting priorities and rapid change
Outstanding problem solving, trouble shooting and communication skills
Bachelors degree or equivalent
4-6 years related experience in Wireless billing and provisioning
Program/project management experience

The Good Stuff:

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, commensurate with experience, and our extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

Kajeet is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, or any other classification protected by law.

**The NOC is a 24/7/365 operation. Employees must be willing and able to work rotating and/or non-standard work shifts, including evenings, overnight, holidays, weekends