Mobility Support Specialist

Calero; City of Rochester (NY); On-site; USD 26,000 - 39,000; Full time

Job summary

Calero, a leading technology expense management solution, is seeking a Mobility Support Specialist to provide 1st and 2nd line support for corporate customers worldwide. You will handle mobile device provisioning, ticket resolution, and high-volume calls and chats with a focus on service quality.

The role requires multitasking in a fast-paced environment, strong communication, and collaboration with the Service Operations Team to meet SLAs and client specifications.

Qualifications

• Bachelor's 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 navigating multiple guides and applications to handle complex ticketing.

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 SLA.
• Update required ticketing systems continuously.
• Provide and maintain a high quality of service.
• Partner with the Service Operations Team.
• Adhere to guidelines to ensure tickets meet department standards and client specifications.
• De-escalate dissatisfied customers with professionalism and patience.
• Escalate issues that cannot be completed within SLAs to management.
• Meet all team metrics and goals set by management.
• Perform other duties as needed by supervisor.

Skills

Mobile device support

Customer service

Ticketing systems

Microsoft Office 365

Data entry

Multi-channel support

Attention to detail

Time management

Communication skills

Team collaboration

Adaptability

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Microsoft Office/Microsoft 365 (Outlook, Word, Excel)

Job 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 1 st line, and where necessary, 2 nd 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.

As a specialist you will:

• Provide 1 st 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.

EDUCATION and EXPERIENCE required:

• Bachelors’ degree preferred; high school diploma or equivalent required.
• Mobile Device and Service Support experience desired.
• Proficient inMicrosoft 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.

SKILLS and COMPETENCIES:

• 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.

Calero is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with a disability.

The starting hourly rate for this position is $22.50. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meets all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.