Hybrid Mobility Support Specialist (1st/2nd Line)

Calero; Phoenix (AZ); Hybrid; USD 26,000 - 36,000; Full time

Job summary

Calero is hiring a Mobility Support Specialist in the Phoenix area for full-time hybrid work. You will provide 1st line support and, when needed, 2nd line support to end-users across vendors worldwide, handling mobility services, device provisioning, SIM cards, and activations while resolving tickets and communications with customers.

The role requires a Bachelor’s degree preference or a high school diploma, strong Microsoft 365 skills, and experience in a high-volume customer service

Qualifications

• High-volume customer support experience.
• Proficient in Microsoft Office/Microsoft 365 (Outlook, Word, Excel).
• Experience navigating multiple guides and applications to resolve tickets.

Responsibilities

• Provide 1st line support to end-users via calls, chats, and tickets.
• Respond to inquiries and resolve within SLA.
• Update ticketing systems.
• Maintain high quality service across interactions.
• Partner with Service Operations Team.
• Follow guidelines to ensure tickets meet standards.
• De-escalate dissatisfied customers professionally.
• Escalate issues outside SLA to management.
• Meet team metrics and goals.
• Perform other duties as needed.

Skills

High-volume support

Ticketing systems

Microsoft Office 365

Communication

Multitasking

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Ticketing systems

Microsoft Office 365

Job description

Calero is hiring a Mobility Support Specialist in the Phoenix area for full-time hybrid work. You will provide 1st line support and, when needed, 2nd line support to end-users across vendors worldwide, handling mobility services, device provisioning, SIM cards, and activations while resolving tickets and communications with customers.

The role requires a Bachelor’s degree preference or a high school diploma, strong Microsoft 365 skills, and experience in a high-volume customer service