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About the Role

Calero, a leader in technology expense management for complex enterprises, seeks a Mobility Support Specialist to join their Managed Mobility Services team. This role provides essential support to corporate customers' end-users globally, assisting with various mobility service requests and resolving technical issues.

Responsibilities

• Provide 1st line support to end-users through high volume calls, chats, and tickets.
• Respond to customer inquiries and tickets, providing resolution within the contracted service-level agreement (SLA).
• Update required ticketing systems continuously.
• Maintain a high quality of service.
• Partner with the Service Operations Team.
• Adhere to specific guidelines and procedures to ensure tickets are worked correctly according to department standards and client specifications.
• De-escalate dissatisfied customers with professionalism, patience, and support.
• Escalate issues that cannot be completed within SLAs to management promptly.
• Meet all team metrics and goals set by management.
• Perform other duties as needed upon request from immediate supervisor.

Requirements

• 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, utilizing chat, calls, and tickets.

Skills

• 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.

Work Type

• Full-time

Education Level

• Bachelors’ degree preferred

Salary/Compensations

• Starting hourly rate $22.50

About the Company

• Calero is the leading technology expense management solution for complex enterprises.

Equal Opportunity

• 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.