Wireless Product Specialist

General Summary of Position:

The Wireless Product Specialist supports the administration, operation, and ongoing enhancement of Granite’s wireless products, services, and related systems. This role serves as a key liaison between Product Management, Operations, IT, Customer Support, and business stakeholders to ensure the successful delivery and support of wireless solutions. The ideal candidate combines strong organizational and customer service skills with technical aptitude and an understanding of wireless mobility products, provisioning processes, and system support.

Duties and Responsibilities:

• Support the day-to-day administration, setup, tracking, and maintenance of wireless products and services.
• Assist with wireless operational processes including activations, moves, adds, changes, upgrades, number porting, SIM/eSIM provisioning, device management, and service plan administration.
• Coordinate with internal departments including Product Management, Operations, IT, Development, Sales, and Customer Support to resolve product and service issues.
• Troubleshoot and investigate product, application, and operational issues, escalating when necessary and ensuring timely resolution.
• Support web-based applications, wireless management platforms, and related business systems used to manage wireless services.
• Gather, analyze, and document customer feedback, product usage data, and operational metrics to support product improvements.
• Prepare and maintain product documentation, training materials, process guides, and knowledge base articles.
• Participate in software testing, user acceptance testing (UAT), and validation of new product features and system enhancements.
• Assist in documenting business requirements, user stories, workflows, and process improvements.
• Monitor support tickets, incidents, and service requests while adhering to established service levels and support procedures.
• Participate in cross-functional projects, product launches, and process improvement initiatives.
• Provide evening or weekend production release support as required.

Required Qualifications

• Experience or strong working knowledge of the wireless, telecommunications, mobility, or technology industry.
• Understanding of wireless provisioning and operational workflows, including activations, number porting, SIM/eSIM management, devices, service plans, and lifecycle support processes.
• Experience supporting web-based applications, software products, business systems, or IT environments.
• Experience in customer support, product support, technical support, operations, help desk, or related roles.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to understand technical concepts and communicate effectively with both technical and non-technical audiences.
• Strong written and verbal communication skills.
• Excellent organizational skills with strong attention to detail and the ability to prioritize multiple tasks and assignments.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Ability to adapt quickly in a fast-paced and evolving technology environment.

Preferred Qualifications:

• Associate’s or Bachelor’s degree in Business, Information Technology, Telecommunications, or a related field.
• Experience supporting telecommunications or wireless management platforms.
• Experience with Salesforce, CRM platforms, or order management systems.
• Familiarity with SaaS and cloud-based business applications.
• Experience with software testing, quality assurance, or user acceptance testing.
• Experience writing business requirements, process documentation, user stories, or acceptance criteria.
• Familiarity with APIs, system integrations, databases, and application troubleshooting.
• Experience working in Agile/Scrum development environments.
• Experience with ticketing systems, incident management processes, and SLA-driven support models.
• Knowledge of mobile devices, wireless carriers, and enterprise mobility solutions.

Compensation Range: The compensation range for this position is $70,000–$75,000 and represents the range that Granite reasonably and in good faith expects to pay for this role at the time of posting. Final compensation will be determined based on several factors, including but not limited to experience, education, job related skills, and overall alignment with the role.

Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.

Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 15 consecutive years.

Our offices have onsite fully equipped state of the art gyms for employees at zero cost.

Granite's philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer's Association to name a few.

We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

Granite was named to Forbes List of America's Best Employers 2022, 2023 and 2024.

Granite was recently named One of Forbes Best Employers for Diversity.

Our company's insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

EOE/M/F/Vets/Disabled