Mobility Analyst

Why Work Here?
Employees at ATCO are offered endless variety. We are entrepreneurial with a large degree of autonomy and freedom, experiencing new situations and learning opportunities every day. Internal advancement is commonplace, and we are always supported in our career journey. We believe in creating a workplace where you can thrive professionally while contributing to something greater and serving our communities.

About the Role:
Are you ready to be the go-to expert for mobile voice and data services at ATCO? As a Mobility Analyst, you'll work independently, using cutting-edge systems to manage the entire lifecycle of wireless devices. You'll be the trusted partner for customers, solving technical challenges, streamlining processes, and driving improvements that save time and money.

What You Get to Do:
Customer Service

• Serve as the primary contact for customer requests, delivering confidential, high-quality service and timely updates
• Efficiently manage workflows to meet customer needs, collaborate with stakeholders to advise on solutions, and continuously improve knowledge of service offerings
• Ensure compliance with all corporate policies and standards

Solution Management

• Resolve technical issues by consulting internal and external experts
• Maintain and update operations procedures for the service area
• Respond to mobile device security/troubleshooting inquiries following internal policies

Financial Management

• Maintain accurate customer asset and billing records
• Ensure monthly statements, reporting dashboards and accounts payables are correct
• Support business planning and audit processes

Process Improvement and Lifecycle Management

• Identify and act on process improvements to save time, reduce costs, or boost customer satisfaction
• Maintain and update device lifecycle management and related documentation
• Coordinate multiple device repairs with provider teams and manage time effectively

What You Bring:

• Post-secondary diploma in a related discipline, or relevant certification/training
• 1+ year experience in a high-volume customer service environment
• Proficient in MS Office 365 and ITIL service processes or an alternative ticketing system
• Ability to accurately use and maintain management systems for daily/monthly tasks
• Clear verbal and written communication with customers, team, management, and external providers
• Effective prioritization and ownership of tasks in a multi-project environment
• Strong analytical and problem-solving abilities focused on customer needs
• Self-motivated and proactive in operational support
• Capable of managing multiple tasks in a fast-paced, customer-facing setting
• Quick to find information for technical solutions
• Interest in technological trends and new wireless voice/data technologies
• Current knowledge of relevant applications, voice, and data technologies is an asset

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence.
• Competitive compensation
• Flex benefits
• Tuition assistance program
• Training and mentorship programs
• Charitable donation matching

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at ATCO is proud to be an equal opportunity employer. Visit our website for more information.

In the spirit of reconciliation, we acknowledge the traditional territories and homelands on which many of our ATCO operations and facilities are located. We honour and respect the diverse history, languages, ceremonies, and culture of the Indigenous Peoples who call these areas home.

, Van Tornhout, Janine