Address
Form of workJob Description
Calero, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist in their Rochester, NY or Phoenix, AZ locations. 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.
The Ideal candidate has customer service experience in a call center environment. The hours and days for this role would be 2pm-11pm, Tuesday-Saturday or Sunday-Thursday.
As a specialist you will:
- 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
EDUCATION and EXPERIENCE required:
- 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
SKILLS and COMPETENCIES
- Customer Focused
- Attention to detail
- Analytical and Problem Solving skills
- Ability to work is a fast-paced environment
- Ability to prioritize and manage multiple responsibilities
- Demonstrates a sense of urgency and ability to meet deadlines
- Excellent verbal, written, and non-verbal communication skills
- Strong ethics, values, trust, and integrity
- High emotional intelligence and critical/forward thinking
- Action oriented, results driven, and ensures accountability
- Quality decision making
- Organizational skills and planning/priority setting
- Excellent ability to work collaboratively and confidentially with all levels in the organization
