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Mobility Support Specialist
4 months ago
Job Summary: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 SLA. • Continuous updating of required ticketing systems. • 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 situations involving dissatisfied customers with professionalism, patience, and support. • Timely escalation of any issues that cannot be completed within SLAs to management. • Work to meet all team metrics and goals, set by management. • Perform other duties as needed upon request from immediate supervisor.
Education: • Associate degree preferred.
Experience and Training: • Mobile Device and Service Support experience desired. • Proficient in MS 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.
Key/Desirable Skills: • Ability to multi-task within computer applications and navigate computer systems. • Attention to detail. • Agility to fast paced environment. • Ability to prioritize and manage multiple responsibilities. • Demonstrates a sense of urgency and ability to meet deadlines. • Ability to work in a team and communicate effectively. • Adequate typing skills for quick and accurate data entry and communication. • Strong oral/written communication/active listening skills.
Critical Thinking
• Basic level of problem-solving ability. Follows policies and procedures where facts are readily available.
o Moderate level of problem-solving ability. Gathers and interprets data to solve routine problems that require verification. Some independent judgment required.
o Independent level of problem-solving ability. Resolves semi-complex problems that require independent judgment.
o High level of problem-solving ability. Integrates and interprets data from diverse sources to find solutions to very complex problems.
