Mobility Support Specialist

About the role

Calero, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist to work full-time. As part of Managed Mobility Services, the Mobility Support Specialist supports Calero's corporate customers by assisting their end-users with process requests for mobility services with vendors across the world. Specialists provide 1st line, and where necessary, 2nd line support, to these end-users with requests including but not limited to: mobile device support, procurement of new devices, sim cards, and other equipment, resolving Help Desk tickets for issues such as data allowances or activations; and providing timely communications and high quality, professional, customer service through a high-volume combination of live calls and chats with end-users.

Responsibilities

• Provide 1st line support to end-users through high volume calls, chats, and tickets
• Respond to customer inquiries and tickets and provide resolution within the contracted service-level agreement (SLA)
• Update required ticketing systems continuously
• Provide and maintain a high quality of service
• Partner with the Service Operations Team
• Adhere to specific guidelines and procedures to ensure tickets are being worked correctly to department standards and client specifications
• De-escalate dissatisfied customers with professionalism, patience, and support
• Escalate all issues that cannot be completed within SLAs to management as soon as possible
• Meet all team metrics and goals, set by management
• Perform other duties as needed upon request from immediate supervisor

Education and experience

• Bachelor's degree preferred; high school diploma or equivalent required
• Mobile Device and Service Support experience desired
• Proficient in Microsoft Office/Microsoft 365 (Outlook, Word, and Excel)
• Vast experience in working with multiple guides and applications to navigate complex ticketing and queries
• Experience multi-tasking in a Tier 2 customer service environment, in which clients can submit any requests or issues utilizing various outlets, such as chat, calls, and tickets

Skills and competencies

• Proficiency using and navigating multiple computer applications and systems
• Strong attention to detail and commitment to accuracy
• Adaptability and resilience in a fast-paced, high-volume environment
• Effective time management and prioritization skills with the ability to manage competing demands
• Results-oriented mindset with the ability to meet deadlines and service-level expectations
• Strong interpersonal skills and the ability to work collaboratively across teams
• Efficient keyboarding and data entry skills with a high degree of accuracy
• Excellent verbal and written communication skills, including active listening and customer-focused interactions

Pay

The starting hourly rate for this position is $22.50. Compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Actual offers take candidate's knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.