Mobility Support Specialist

Calero, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist to work full-time in the UK. 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 1st line, and where necessary, 2ndline 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 1st 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 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, 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.

Mobility Support Specialist • Cannock, England, GB

#J-18808-Ljbffr