[Hiring] Mobility Support Specialist @TELESOFT LLC DBA CALERO

Role 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, 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
• 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

Qualifications

• 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

Requirements

• 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

Benefits

• The starting hourly rate for this position is $22.50
• Compensation depends on numerous factors including geographic location, skills required, experience, complexity, travel, and market rate
• Calero aims to reward performance and attract top talent with competitive, fair pay and benefits
• Base Pay is just one component of the total compensation package for employees
• Other rewards vary by position and location