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    Mobility Support Specialist - Phoenix, United States - CALERO

    CALERO
    CALERO Phoenix, United States

    1 week ago

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    Description

    Job Description

    Job Description

    Schedule for this role is Sunday through Thursday 11:00am to 8:00pm MST

    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.

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