Mobility Support Pro — 1st/2nd Line (UK)

Calero; City of Edinburgh; On-site; GBP 24,000 - 32,000; Full time

Job summary

Calero, the leading technology expense management solution for complex enterprises, is seeking a Mobility Support Specialist to join our UK team on a full-time basis. You will support corporate customers by assisting end-users with mobility service requests across vendors worldwide, providing 1st and 2nd line support when needed, via calls and chats.

You will handle mobile devices, procurement of new equipment, SIM cards, and related issues, maintain timely communications, and deliver

Qualifications

• Bachelor's degree preferred or equivalent.
• Mobile device and service support experience desirable.
• Proficient in Microsoft Office/Microsoft 365 (Outlook, Word, Excel).
• Experience navigating multiple guides and apps to handle tickets.
• Experience in a Tier 2 customer service environment.

Responsibilities

• Provide 1st line support to end-users via calls, chats, and tickets.
• Respond to inquiries and resolve within SLA.
• Update ticketing systems continuously.
• Maintain high quality of service.
• Partner with the Service Operations Team.
• Follow guidelines to meet dept standards and client specs.
• De-escalate dissatisfied customers professionally.
• Escalate issues not meeting SLA to management.
• Meet team metrics and goals set by management.
• Perform other duties as needed by supervisor.

Skills

1st line support

2nd line support

Ticketing systems

Microsoft Office

Microsoft Excel

Microsoft Outlook

Communication skills

Multitasking

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Microsoft 365

Outlook

Word

Excel

Ticketing system

Job description

Calero, the leading technology expense management solution for complex enterprises, is seeking a Mobility Support Specialist to join our UK team on a full-time basis. You will support corporate customers by assisting end-users with mobility service requests across vendors worldwide, providing 1st and 2nd line support when needed, via calls and chats.

You will handle mobile devices, procurement of new equipment, SIM cards, and related issues, maintain timely communications, and deliver