Mobility Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver first-line support to end-users via a high volume of calls, chats, and tickets.

• Provide second-line support as needed.

• Assist with mobile device management, procurement, SIM card requests, equipment, data allowances, and activation processes.

• Address customer inquiries and tickets, ensuring resolution within agreed SLAs.

• Regularly update necessary ticketing systems.

• Ensure and uphold high standards of service quality.

• Collaborate with the Service Operations Team.

• Adhere to departmental and client policies and procedures.

• Professionally de-escalate issues with dissatisfied customers.

• Elevate unresolved issues that cannot be addressed within SLAs to management.

• Achieve team metrics and objectives.

• Carry out additional tasks as directed by the immediate supervisor.

⛳️ Requirements

• High school diploma or equivalent is required.

• Bachelor's degree is preferred.

• Experience in Mobile Device and Service Support is desirable.

• Proficiency in Microsoft Office/Microsoft 365 (Outlook, Word, and Excel) is essential.

• Extensive experience utilizing various guides and applications to handle complex tickets and inquiries.

• Experience managing multiple tasks in a Tier 2 customer service environment through chat, calls, and tickets.

• Competence in using and navigating several computer applications and systems.

• Strong attention to detail and a dedication to accuracy.

• Ability to adapt and remain resilient in a fast-paced, high-volume setting.

• Effective time management and prioritization capabilities.

• Skill in managing competing demands.

• Capability to meet deadlines and service-level expectations.

• Excellent interpersonal and collaborative skills.

• Proficient keyboarding and precise data entry abilities.

• Outstanding verbal and written communication skills, with a focus on active listening and customer-centric interactions.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Employee recognition programs.

• Access to advanced technology and tools.