Calero
Mobility Support Specialist
About this 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, 2ndline 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. As a specialist you will:
- 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 required:
- Bachelors’ 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.