Mobility Support Specialist

3 days ago

Rochester, New York, United States Calero Full time

Calero, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist in their Phoenix, AZ location. Reporting to the Mobility Support Manager, you will support our corporate customers end-users to process their requests for mobile services directly with vendors across the world. You will provide 1st, and where necessary, 2nd line mobile device support for our customers' end-users.

This position is subject to a hybrid schedule.
The Ideal candidate has customer service experience in a call center environment
and is located in Arizona or Rochester.
This positions schedule is subject to work weekends.
As a specialist you will:

  • Provide 1st line support to ensure customers' tickets are answered and processed within SLA
  • Resolve and supply updates to customers on their incidents and tickets
  • Maintain a high quality of service
  • Partner with the Service Operations Team
  • Handle Customer Phone/Chat and emails
  • Continuously train in new products to ensure the highest level of support

EDUCATION and EXPERIENCE required:

  • Associate Degree or equivalent experience
  • Proficient in Microsoft 365 (Word, Excel, Teams and Outlook)
  • Mobile Device and Service Support experience desired
  • Queue Management
  • Navigating knowledge bases for standard operating processes
  • Customer Service
  • Help desk experience
  • Zendesk experience is a plus
  • Order procurement
  • Experience working out of a dynamic shared queue

SKILLS And COMPETENCIES

  • Customer Focused
  • Attention to detail
  • Analytical and Problem Solving skills
  • Ability to work is a fast-paced environment
  • Ability to prioritize and manage multiple responsibilities
  • Demonstrates a sense of urgency and ability to meet deadlines
  • Excellent verbal, written, and non-verbal communication skills
  • Strong ethics, values, trust, and integrity
  • High emotional intelligence and critical/forward thinking
  • Action oriented, results driven, and ensures accountability
  • Quality decision making
  • Organizational skills and planning/priority setting
  • Excellent ability to work collaboratively and confidentially with all levels in the organization

Calero is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with a disability.
The starting hourly rate for this position is $22.50. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meets all required qualifications. 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.

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