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Calero
Mobility Support SpecialistCalero • Rochester, NY, US
Mobility Support Specialist

Mobility Support Specialist

Calero • Rochester, NY, US
4 days ago
Job type
  • Full-time
  • Remote
Job description
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.
  • 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.
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Mobility Support Specialist • Rochester, NY, US

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