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

Calero; Phoenix, Northern (AZ, KY); Hybrid; USD 29,000 - 34,000; Full time

Job summary

Calero is seeking a Mobility Support Specialist (US) in Phoenix, AZ for a full-time role. The position involves providing 1st line and, when needed, 2nd line support to end-users for mobility services, device procurement, SIM cards, and related inquiries.

You will manage tickets, communicate updates, and maintain high service quality. The role requires strong customer service skills, experience with ticketing systems, and proficiency in Microsoft Office/Microsoft 365.

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 working with multiple guides and applications to navigate complex ticketing and queries.
• Experience multi-tasking in a Tier 2 customer service environment.

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 SLA.
• Update required ticketing systems continuously.
• Provide and maintain a high quality of service.
• De-escalate dissatisfied customers with professionalism and patience.
• Escalate issues that cannot be completed within SLAs to management.

Skills

Mobile device support

Customer service

Multi-tasking

SLA knowledge

Ticketing systems

Communication

Data entry

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Microsoft Office/Microsoft 365

Job description

Calero is seeking a Mobility Support Specialist (US) in Phoenix, AZ for a full-time role. The position involves providing 1st line and, when needed, 2nd line support to end-users for mobility services, device procurement, SIM cards, and related inquiries.

You will manage tickets, communicate updates, and maintain high service quality. The role requires strong customer service skills, experience with ticketing systems, and proficiency in Microsoft Office/Microsoft 365.