Mobility Help Desk Specialist: 1st/2nd Line Support

TELESOFT LLC DBA CALERO; Waverly (IA); On-site; USD 20,000 - 29,000; Full time

Job summary

Calero, the leading technology expense management solution for complex enterprises, is seeking a Mobility Support Specialist to work full-time in the Waverly, Iowa office. Reporting to the Mobility Support Manager, you will support our corporate customers' end-users to process their requests for mobile services directly with vendors across the world.

You will provide 1st, and where necessary, 2nd line mobile device support for our customers’ end-users. This position is in-office 5 days per week.

Qualifications

• Associate Degree or equivalent experience.
• Proficient in Microsoft 365 (Word, Excel, Teams and Outlook).
• Mobile Device and Service Support experience desired.
• Queue Management.
• Navigating knowledge bases for standard operating processes.
• Customer Service.
• Help desk experience.
• Zendesk experience is a plus.
• Order procurement.
• Experience working out of a dynamic shared queue.

Responsibilities

• Provide 1st line support to ensure customers' tickets are answered and processed within SLA.
• Resolve and supply updates to customers on their incidents and tickets.
• Maintain a high quality of service.
• Partner with the Service Operations Team.
• Handle Customer Phone/Chat and emails.
• Continuously train in new products to ensure the highest level of support.

Skills

Customer Focused

Attention to detail

Analytical thinking

Fast-paced environment

Multitasking

Time management

Communication skills

Collaboration

Education

Associate Degree or equivalent experience

Tools

Microsoft 365

Zendesk

Job description

Calero, the leading technology expense management solution for complex enterprises, is seeking a Mobility Support Specialist to work full-time in the Waverly, Iowa office. Reporting to the Mobility Support Manager, you will support our corporate customers' end-users to process their requests for mobile services directly with vendors across the world.

You will provide 1st, and where necessary, 2nd line mobile device support for our customers’ end-users. This position is in-office 5 days per week.