Account Management Tech

About Wireless Support Wireless Support is a managed mobility company. We manage wireless service and mobile device fleets for businesses, carrier-agnostic, so our clients do not have to. Our core customers today are Amazon Delivery Service Providers and Amazon Freight Partners, and we are growing into home and field services and the broader mid-market. Our mission: we simplify wireless fleet management for businesses through expert support and smart, cost-effective solutions that keep teams connected, productive, and ready to grow. Role Purpose The Account Management Tech makes the technical side of the client relationship work. This role partners on software configuration, onboarding setups, device reporting, and commission closeouts so Account Managers can focus on the client relationship. When an Account Manager needs something built, configured, or reported, the AM Tech delivers it accurately and on time. In short: the AM Tech partners on product implementation and technical support behind the account. This is the third AM Tech hire, joining Zoey Sanglay and Rachel Rosello on the team. Key Responsibilities • Onboarding setups. Handle the technical setup work that gets a new client running. • Device reporting. Fulfill Device Report Request tickets from Account Managers: pull carrier reports (device, payment, usage, suspended lines) and Miradore device inventory, then combine them in Excel using phone number as the key field. Standard turnaround is 16 business hours (3 business days). • Order process. Move client orders through the documented Create, Audit, and Close stages: confirm the ConnectWise Opportunity, confirm the CPQ quote is signed, process the order, and track it through carrier activation. • Carrier activation coordination. Support activation with Verizon, AT&T, and T-Mobile, including the account-specific steps each carrier requires. • Letter of Authorization (LOA) processing. Send, track, and confirm signed LOAs for AT&T and T-Mobile, and update ConnectWise once a document is executed. • Device and MDM setup. Support Apple Business Manager, Jamf Pro, and Miradore setup and configuration for client device fleets. • NextNow commission closeouts. Handle commission reporting entry and closeout in NextNow. Standards: What Good Looks Like • No meaningful errors in reports. Device reports are clean, complete, and ready for the Account Manager to use without rework. • On-time delivery. Device report requests are completed within the 16-business-hour standard. • Configurations work the first time. Onboarding and software setups are correct, so the client is not chasing fixes after go-live. • Tickets are handled correctly. Requests are picked up, worked, attached, and reassigned per process, not left open or returned incomplete. • Commission closeouts are accurate and on schedule. • Work is documented. Every process followed is grounded in the Confluence record, so it is repeatable and auditable by anyone on the team. Tools and Systems • ConnectWise: tickets, service boards, the Account Management board, Audit My Bill module, and CPQ. • NextNow: commission reporting and closeout. • Miradore: MDM platform for device inventory and configuration. • Carrier portals: Verizon, T-Mobile, and AT&T for device, payment, usage, and suspended-line reports. • BrightGauge: ConnectWise scorecards and reporting. • Microsoft Outlook and Teams: primary communication. • Microsoft Word, Excel, OneDrive, and Google Sheets: reporting and VLOOKUP-based data work. • Confluence: process and policy reference. Required Skills and Experience • Wireless industry experience: Proficient. Comfortable with carrier plans, billing concepts, and mobile device management across AT&T, Verizon, and T-Mobile. • Microsoft Excel: Proficient. Confident building VLOOKUP-based reports and combining data from multiple sources into one clean, accurate workbook. • Microsoft Word and PowerPoint: Proficient. Able to produce clean, professional documents and presentations that are ready to use without heavy rework. • AI tools: Proficient. Comfortable using AI tools, such as Cowork, Microsoft Copilot, or ChatGPT, to work faster and more accurately on reporting and documentation tasks. Additional strengths we look for across the team: organization and planning, clear communication, technical or functional skill, drive for results, and customer-centric teamwork. How This Role Works With the Rest of the Division • With Account Managers: receives Device Report Request tickets and technical setup needs, and returns completed work to them. The AM owns the client. • With Auditing and Billing: routes billing questions and audit-related requests to this team. • With Operations: coordinates where device fulfillment, provisioning, or repairs intersect with setup and reporting. • With the Director: escalates unsigned quotes, short-turnaround approval requests, and process gaps worth documenting.