Job description
Calero MDSL, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist in their Rochester, NY and 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 experience with queue management and customer services in a call center environment.
The schedule for this position will be 2:30 pm to 10 pm PST.
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
E DUCATION and E XPERIENCE 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
S KILL S and C OMPETENCIES
- 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
Calero- MDSL 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.
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