Mobility Support Specialist

Rochester, New York
CALERO
Calero, 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 customer service experience in a call center environment

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

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.

The starting hourly rate for this position is $22.50. Compensation is dependent on factors including, but not limited to, the individual’s skills, experience, qualifications and location, and applicable employment laws. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.