Mobility Support Specialist

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Mobility Support Specialist

Full Time Regular Phoenix, Phoenix, AZ, US

3 days ago Requisition ID: 2494

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.

To be considered for this hybrid work position, you must be located in or around the Phoenix, AZ area.

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.