Time Inc. (NYSE:TIME) is a leading multi-platform consumer media company that engages over 230 million consumers globally every month. The company's influential brands include PEOPLE, TIME, FORTUNE, SPORTS ILLUSTRATED, INSTYLE, REAL SIMPLE, SOUTHERN LIVING and TRAVEL + LEISURE, as well as approximately 60 diverse international brands. Time Inc. offers marketers a differentiated proposition in the marketplace by combining its powerful brands, trusted content, audience scale, direct relationships with consumers and unique first-party data. The company is home to growing media and platforms, including digital video, OTT, television, licensing, paid products and services and celebrated live events, such as the TIME 100, FORTUNE Most Powerful Women, PEOPLE’s Sexiest Man Alive, SPORTS ILLUSTRATED’s Sportsperson of the Year, the ESSENCE Festival and the FOOD & WINE Classic in Aspen.

GTS Telecom Billing and Customer Service

Responsibilities:

Wireless Device and Cellular Service Management

  • Fulfillment of all wireless requests in ServiceNow
    • Filter ticket queue in ServiceNow on a daily basis and ensure that all Incidents and Task requests are responded to in a timely manner. Update tickets with notes throughout the progression and until completion
    • Close tickets in a timely manner and with proper documentation
      Request types:
      • Purchase wireless devices (new and upgrade orders) ensuring proper approvals and account codes are attached
    • Maintain log of all wireless order activity
    • Knowledge of wireless purchasing practices and portal procedures
    • Ensure user compliance with established company wireless policies
    • Respond to all customer queries about hardware, mobile plans, shipping ETA
      • Baseline wireless device troubleshooting (ensure line has voice and data service)
        • Assessment of device issue to determine if problem requires further assistance by the wireless carrier’s technical support or internal technologist
          1. May involve service based interaction with end users
            • Average of 3-5 end users per day; constant follow-up until issue resolution
  • International data plan device provisioning
    • Add international service on lines 1 business day before user’s travel departure
    • Add international plans to wireless lines in response to alerts received for users who fail to submit tickets prior to traveling (to minimize overage costs)
  • Provide new order and device upgrade price quotes
  • Device feature adds, changes, confirmation
  • SIM card provisioning
  • Account profile updates (name changes, cost centers, ownership changes)
  • Mobile number release from corporate account
    • Number port facilitation and tracking of Assumption of Liability (AOL
  • Cancel wireless lines and verify recovery of cellular devices for exiting employees provided on weekly HR termination files
    • Update Tangoe inventory of all canceled lines
    • Perform regular post-cancellation reviews of cancelled devices to ensure cancellations fully executed
  • Tracking of all Telecom loaner device requests
    • Maintain status and oversight on ServiceNow based activity log of all department loaner devices
    • Follow up with end users on device returns
    • Provide assistance with company MiFi loaner availability
    • Update loaner data plans as needed for overseas travel
  • Ad hoc wireless projects
    • Monthly audits, cancellations, inventory reconciliations, company-wide changes
  • Monthly wireless recovery reconciliation with Desktop Support team and reporting to VP, Global Infrastructure Operations

Telecom Invoice and Global Carrier Circuit Inventory Management

Below tasks are performed in close collaboration with the Telecom manager

  • Research and analyze all telecom carrier invoices
  • Identify discrepancies within invoice patterns
  • Liaise with 3rd party invoice processor to resolve billing issues
  • Dispute billing discrepancies with Telecom vendors
  • Submit cancellation of services and update Tangoe accounts
  • Monthly reconciliation of wireless “unused” devices sorted by EVP for reporting to VP, Global Infrastructure Operations
  • Review and prepare invoice batches for AP weekly processing
    • Load time stamp text file for EDI feed to AP, ensuring invoices are processed in a timely manner and allocated properly for payment to vendors
    • Correct error batches, work with processor and resubmit file to AP as necessary
  • Review wireless invoices for discrepancies (i.e., high/unidentified charges)
    • Communicate high wireless usage to business office/users
    • Coding of new lines of service on monthly wireless billing fallout
    • Create or modify cost centers as needed
  • Assist the Manager of GTS Telecom Billing with driving the creation and monthly reconciliation of the inventory of all carrier circuits supporting all network and phone services across all Time Inc. locations inclusive of all account, location, contractual, and cost data
  • Leverage vendor tools and partner with ETIS Network Engineering and Time Inc. Procurement office to establish consistent process to ensure accuracy is constantly maintained
  • Review invoices for audio/video conferencing (Webex, intercall, polycom) and monitor/report on it monthly

 

Position Requirements: ­­­

Education:                             A four-year degree from an accredited college or university, or equivalent experience

Experience:                          Technology service-related industry experience

Computer Literacy:             Above average knowledge of Microsoft Office Applications especially Excel.

Professional Skills:               Excellent interpersonal skills required to communicate effectively with all levels of management, team members, vendors and clientele. Must possess strong analytical and decision-making skills as well as intellectual curiosity.  Takes initiative and ownership of all assigned tasks by employing effective follow ups to drive proper and timely completion. Knowledge of all office service equipment; administrative processes and wireless technology.

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