Mobility Support Specialist
On-siteEdinburgh, Scotland, United Kingdom or Royal Tunbridge Wells, England, United Kingdom
Edinburgh, Scotland, United Kingdom or Royal Tunbridge Wells, England, United KingdomOn-siteFull TimeMedium
Full TimeMedium
Job Summary
Provide 1st line support to end-users through high-volume calls, chats, and tickets, resolving requests for mobile device support, procurement, and activations while adhering to contracted service-level agreements. Respond to customer inquiries and de-escalate dissatisfied clients with professionalism, escalating unresolved issues to management immediately. Update ticketing systems continuously and partner with the Service Operations Team to maintain high-quality service and meet all team metrics and goals.
Required Qualifications
- high school diploma or equivalent
- Bachelor's degree
- Mobile Device and Service Support experience
- 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
Desired Qualifications
- Bachelors' degree preferred
- 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
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