Customer Support Representative

This Customer Support Representative works in a call center environment to provide front line and advanced technical support for customers by handling incoming telephone calls and responding to e-mail from customers in a courteous and professional manner. This position will report to the Customer Support Manager.

Responsibilities:

• Assist in data entry
• Answer customer support questions via incoming telephone support
• Answer customer support questions via incoming mail
• Complete various tasks assigned by Manager
• Analyze and process billing errors
• Analyze and process credit card chargebacks
• Analyze customer usage for acceptable use policy violation
• Support enterprise accounts
• Prepare reports as necessary

Requirements:

• Previous call center experience within an internet service provider environment, preferably including support of wi-fi service(s)
• Technical support experience including support of network troubleshooting and configuration on MS Windows and Apple Macintosh, and troubleshooting proprietary software on these platforms
• Ability to provide exceptional customer care in a highly customer focused business environment
• Excellent oral and written communications skills
• Ability to prioritize requests based on business needs
• Ability to work alone or as a group
• Ability to sit long hours in front of a computer while typing and handling voice calls
• Ability to speak professionally to customers on the phone
• Ability to learn and use multiple computer programs
• Microsoft office productivity software knowledge
• Must be willing to learn new skills
• Must be willing to work various shifts and possibly overtime

Location:

Westwood, CA

Director of Business Development – Device Strategy

The Director of Business Development (Device Strategy) will be responsible for establishing Wi-Fi software distribution relationships with dual mode, Wi-Fi/WWAN handset and chipset manufacturers. This individual will be expected to identify those potential partners with the largest and most relevant market share, foster relationships with these potential partners and negotiate distribution and licensing contracts in the most expeditious manner. This individual may also be called on to do other business development activities such as working through certification agreements with Wi-Fi hardware vendors and setting up channel relationships that facilitate software licensing and additional bundling deals.

In addition, the Director will be responsible for reporting functions including providing prioritization schedules for strategic deals and estimating timelines for completing such partnerships. The Director will be expected to interface comfortably with senior management internally and externally.

Responsibilities:

• Market Analysis: Identify leading ODM, OEM and chipset players in the mobile space
• Planning: Prioritize partnership opportunities by size and relevance
• Business Development: Establish relationships with new target companies and complete contract negotiations
• Sales Support: Provide technical and business back-up detail for mobile device partnerships that support pending sales
• Strategic Planning: Assist in the development of future strategies and products to guide new business development activities

Requirements:

• 5+ years of consulting, banking or business development experience
• Working knowledge and experience with the mobile handset and/or chipset industry
• Working knowledge of the wireless telecommunications industry
• Proven track record of people skills and ability to negotiate deals across cultures and languages
• Ability to manage multiple contract negotiations simultaneously
• Excellent organization skills
• Ability to think quickly and analytically
• MBA a plus
• Foreign language skills a plus
• Willingness to travel a must

Location:

Westwood, CA

Director of Customer Care

The Director of Customer Care will set strategic direction for developing and implementing a company-wide culture that is passionately devoted to delivering outstanding customer care. This leader will manage the Call Center and Tier 2 support, ensuring an exceptional customer experience and that company objectives are met or exceeded.

Responsibilities:

• Provide leadership in the recruiting, hiring, training, retention and development of all department employees and supervisors to ensure productivity and excellent customer care
• Develop performance standards and measurements for reporting and improvement
• Prepare and implement business plans, operating and capital budgets, and operational plans and procedures
• Ensure timely and accurate reporting and submission of operational/metric reports
• Interface with customers to resolve escalations
• Implement process and system improvements to increase the effectiveness and efficiency of operations
• Monitor and facilitate the identification of call trends and innovative measures
• Lead or delegate process improvement activities to drive results
• Partner with Product Management and Marketing to develop sales and revenue enhancing tactics and then implement them to achieve division goals
• Take ownership of the billing process to ensure customer satisfaction

Requirements:

• A passion for developing and implementing an outstanding experience at every customer touch point
• A related Bachelor’s degree and a minimum of ten years progressive management experience at senior level is required. A Master’s degree is preferred
• Call center management experience in a related or similar environment with a customer satisfaction focus
• An in-depth knowledge of Wi-Fi a plus
• Must have a proficiency in utilizing technology (workforce productivity software, call routing, billing systems, use of IVR’s, etc.) as well as individual business software
• Ability to respond to inquiries from customers, regulatory agencies and other entities
• Strong, proven leadership skills are a must, along with the ability to motivate and direct a large team
• Must have an analytical working knowledge of operations, marketing, and financial management, with the ability to perform in-depth analyses
• Must be effective in multi-tasking in a fast paced, dynamic environment
• Must be able to lead and interact with a diverse workforce
• Must be able to work some evenings and weekends as required to fulfill business and operating plans
• Travel 25% of the time

Location:

Westwood, CA

Integrations Manager

The position will focus on managing the integration of new wireless network operators into Boingo’s worldwide aggregated hotspot network. The Integrations Manager is responsible for overall coordination, status reporting and stability of multiple, cross-functional projects; candidates for this position should enjoy working closely with diverse groups of technical and operational personnel in all parts of the world.

Responsibilities:

• Cross functional project management of multiple concurrent small to medium sized integrations
• Integration SOP development and adherence
• Working closely with internal and external operational units to ensure the successful transition to recurring commercial operations
• Communicating status internally through weekly reports & meetings
• Champion collaborative documents to support/facilitate the integration process

Requirements:

• Strong background in distribution channel integration preferably in the ISP or entertainment industries
• Familiarity of project management fundamentals and process development
• Working knowledge of Microsoft Office and its reporting applications (Excel and PowerPoint)
• Ability to grasp technical concepts and understand technical dependencies in process
• BA/BS in Business, Communications or similar fields

Nice to haves:

• Finance & Accounting background a plus
• Experience with wireless 802.11 b/g network roaming access
• Foreign language

Location:

Westwood, CA

Product Manager

Want to have a hand in the development of new Wi-Fi enabled consumer electronics products coming to market? Can you envision a world where all such devices seamlessly connect to Boingo’s global network of hotspots? As a product manager at Boingo you will be leading the effort to realize Boingo’s goals of supporting its services across all portable devices with WLAN capabilities, including laptops, handsets, music players, cameras, and more. This crucial role collects internal requirements from internal stakeholders while also synthesizing a wide range of market inputs to create the products and services that Boingo will offer in the future.

This position reports to the General Manager of Boingo Mobile and will work with members of the Operations, Marketing, Business Development, and Engineering teams to accomplish tasks. The ideal candidate will be experienced in capturing use case requirements and then converting those needs into clearly-written product specifications. The candidate must be comfortable operating in both technical and non-technical environments. Excellent communication and writing skills are required as well as a passion for and an awareness of leading edge technologies.

Responsibilities:

• Manage an evolving product line that includes software clients, web applications, backend infrastructure, and more.
• Communicate with internal stakeholders, end users, and partners to prioritize requirements, resolve defects, and ensure that Boingo delivers market-leading products and services on-time and on-budget.
• Capture and document marketing requirements and present findings to the executive team for approval.
• Champion approved projects by conceiving, communicating, and documenting product requirements while collaborating with all stakeholders. Determine resource needs and provide ongoing status updates to internal customers, including executive management.
• Become immersed in the wireless technology space by investigating new competitive and complementary technologies/services and then integrating such findings into project proposals. Identify roadblocks and propose alternatives to keep projects on track.
• Determine the needs, if appropriate, for 3rd party relationships and provide management of such engagements.

Requirements:

• 4+ years experience in the telecommunications or consumer electronics industry.
• 2+ years of product management responsibility with a proven record of writing marketing requirements documents and use cases.
• Superior verbal and written communication skills (writing sample requested).
• A critical thinker with strong analytical and organizational abilities and an entrepreneurial spirit.
• Self-starter with the ability to work both independently, as a team, and across cultures with a global set of outside partners.
• Bachelor’s degree (or equivalent) in Computer Science, Business Administration, Mathematics, or related field.
• Preference given to those candidates with
• User interface design or formal human factors training
• Experience developing or marketing wireless networking technologies (such as Wi-Fi, cellular, etc.)
• Demonstrated ability managing and communicating with engineering audiences (particularly software development).

Location:

Westwood, CA

Receptionist (Part-time)

The Receptionist will assist the administrative team. They will handle all normal receptionist tasks including answering the main telephone line, greeting visitors and guests to the office as well as any additional administrative tasks needed by the administrative team.

Responsibilities:

• Answer telephone, transfer calls and take messages
• Accept deliveries, sort mail
• Accept visitors and guests
• Other miscellaneous office duties

Requirements:

• Previous receptionist or related administrative experience is desired
• Must be extremely flexible and possess a pleasant telephone demeanor
• Must have excellent customer service skills
• Basic MS Office knowledge and the ability to handle multiple tasks simultaneously are required
• Ability to prioritize, work autonomously and as a team, and proceed with objectives without detailed supervision

Location:

Westwood, CA

Senior Client Software Developer

The Senior Software Client Developer will be responsible for developing Boingo’s award-winning client software, including: architecture design, development, documentation, and maintenance of our WLAN (Wi-Fi) software clients for consumer and partner use.

Responsibilities:

• Hands-on client software architecture and development
• Application design, coding and implementation, including functional specifications. Execution for multiple branded versions in multiple languages on multiple platforms (Windows, Windows Mobile, Mac, Linux, Symbian, etc.)

Requirements:

• Extensive experience with Symbian (S60 and/or UIQ) minimum of 5 years
• Extensive experience with C++ minimum of 5 years
• Experience in development through the entire life-cycle including design, architecture, and implementation
• Experience with cross platform development
• Highly skilled in the use of object oriented programming techniques
• A background in developing client software that has been distributed onto millions of desktops
• Proven full life-cycle experience in development of PC and/or PDA based client software, preferably network or communications software, which was commercially released for use by a broad audience and went through at least one upgrade cycle
• Platform list will expand to include Linux, Symbian and possibly other embedded devices, so the ability to adapt to new environments is essential
• Excellent verbal and written communication skills, able to communicate effectively with non-engineers as well as engineers
• Experience with unit testing frameworks
• Ability to work in a dynamic industry that changes daily

Nice to haves:

• Experience with MS Windows Mobile SDKs desired
• Experience with project management (scheduling labor, managing deadlines) a plus
• BS or MS in CS, or equivalent experience a plus

Location:

Westwood, CA

Senior Client Software Developer

The Senior Software Client Developer will be responsible for developing Boingo’s award-winning client software, including: architecture design, development, documentation, and maintenance of our WLAN (Wi-Fi) software clients for consumer and partner use.

Responsibilities:

• Hands-on client software architecture and development
• Application design, coding and implementation, including functional specifications. Execution for multiple branded versions in multiple languages on multiple platforms (Windows, Windows Mobile, Mac, Linux, Symbian, etc.)

Requirements:

• Extensive experience with C++ minimum of 5 years
• Experience in development through the entire life-cycle including design, architecture, and implementation
• Experience with cross platform development
• Highly skilled in the use of object oriented programming techniques
• A background in developing client software that has been distributed onto millions of desktops
• Proven full life-cycle experience in development of PC and/or PDA based client software, preferably network or communications software, which was commercially released for use by a broad audience and went through at least one upgrade cycle
• Platform list will expand to include Linux, Symbian and possibly other embedded devices, so the ability to adapt to new environments is essential
• Excellent verbal and written communication skills, able to communicate effectively with non-engineers as well as engineers
• Experience with unit testing frameworks
• Ability to work in a dynamic industry that changes daily

Nice to haves:

• Experience with MS Windows Mobile SDKs desired
• Experience with project management (scheduling labor, managing deadlines) a plus
• BS or MS in CS, or equivalent experience a plus

Location:

Westwood, CA

VP of Engineering

Reporting to the CEO, the VP of Engineering is responsible for overseeing software engineering and Quality Assurance at Boingo Wireless. This includes the groups responsible for client software development and server-side software development, and end-to-end QA of these products, billing system and other aspects of Boingo’s service offering.. This senior managerial and technical position leads and directs the implementation of new technologies in the Boingo product offerings for end users and partners on laptops and devices. Based on daily interaction with the product, marketing, operations and executive management team, this person will provide strong leadership and direction for the engineering team. The ideal candidate will see themselves as a former hands-on engineer with problem solving skills who has grown into a strong manager of people and projects with a proven technology vision and leadership ability.

Requirements:

• Proven full life-cycle experience in complex service deployment and integration, preferably in network or communications services commercially released for use by a broad audience with at least one successful upgrade cycle.
• Successfully lead build-buy evaluations and managed selection, specification and provisioning of complex COTS systems
• Client Software Development
• Hands-on client software architecture and management of client software development teams. Experience managing development through the entire life-cycle, pushing products through all stages of the process, including design and architecture, hands-on development and project management (scheduling labor, managing deadlines). A background in developing client software that has been distributed onto hundreds of thousands of desktops or devices would be ideal.
• Experience in the delivery of a software-enhanced communications service that involves widely distributed client software interacting with networks and back-end systems.
• The ideal candidate will be intimately familiar with both major PC platforms such as Windows and Mac and and also be familiar with mobile phone platforms such as Linux, Symbian, Windows Mobile 5, iPhone, RIM, etc.
• Experience with development, distribution and maintenance of open source software is a plus.
• WLAN/Wi-Fi is experience strongly desired.
• WWAN experience and knowledge of MobileIP a plus.
• Systems Software Development
• Experience in the development and management of complex back end systems in Linux environments for the provision, administration and monitoring of Internet services.
• Proven ability to assemble and manage teams of developers on multiple simultaneous systems engineering projects.
• Experience with implementation of current RDBMS (Oracle, MySQL) and development technologies (JAVA) required.
• Proven ability to coordinate system innovation and deployment in a complex environment.
• Billing Systems Development and Administration desriable
• Experience with billing systems for Internet services preferred, particularly Oracle BRM knowledge is a plus.Proven ability to build and enhance systems that do mediation, settlement and billing for Internet access services.
• QA
• Experience building and managing a QA teams for client software and back end systems.
• Ability to introduce discipline and implement automated QA processes for client software and back end systems.
• General Skills
• Experience working with partners to ensure successful integration and deployment of complex custom software and service solutions in existing product offerings.
• Successfully managed a 20-50 person development organization in a startup company, including use of outsourced development resources.
• Proven ability to manage transition from a small, unstructured engineering group to a larger, structured, efficient organization, while maintaining flexibility and agility in product delivery.
• Proven ability to effectively introduce process and structure, facilitating team growth, effectively growing people on the team to realize their potential.
• Proven ability to take Product Management requirements and turn them into Functional Specifications, Design Specifications and finished products, in both client software and back end systems.
• Excellent project management skills; capable of ensuring multiple projects stay on-track and are delivered under budget, including internal resource planning, scheduling, and management of outside resources.
• Has managed at least two complementary product releases simultaneously
• Excellent verbal and written communication skills, able to communicate effectively with executive management, non-engineers and engineers.
• Able to bring structure, discipline and process to the environment, while retaining the ability to work in a dynamic industry that changes daily.
• Thrives in a young, dynamic, fast-paced environment where there’s never a shortage of challenges.
• At least 5 years in VP of Engineering position
• BS or MS in CS, or equivalent experience considered a plus.

Location:

Westwood, CA