At a Glance
- Tasks: Support customers with mobility services through calls, chats, and ticket resolutions.
- Company: Join Calero, a leader in technology expense management for enterprises.
- Benefits: Enjoy competitive pay, flexible work options, and growth opportunities.
- Other info: Dynamic team environment with a focus on professional development.
- Why this job: Make a difference by helping users navigate their mobile service needs.
- Qualifications: High school diploma required; customer service experience preferred.
The predicted salary is between 40500 - 49500 £ per year.
Calero, the leading technology expense management solution for complex enterprises, is looking for a Mobility Support Specialist to work full-time.
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 1 st line, and where necessary, 2 nd line 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 1 st 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.
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.
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Mobility Support Specialist employer: CALERO
Calero is an excellent employer that fosters a collaborative work culture, where employees are encouraged to grow and develop their skills in data analytics. With a focus on delivering managed services and supporting client needs, the company offers meaningful opportunities for professional advancement while ensuring a supportive environment that values teamwork and innovation. Located in a vibrant area, Calero provides unique advantages such as access to industry-leading software solutions and a commitment to employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Mobility Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CALERO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CALERO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Mobility Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CALERO:Your cover letter is your chance to shine! Tell us why you want to work at CALERO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CALERO!
How to prepare for a job interview at CALERO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
