Job Overview
We are seeking a detail-oriented and process-driven professional with excellent communication skills to join our team as a Mobility Care Associate.
This position is responsible for providing customer and technical assistance and support related to mobile device systems, hardware, software, company processes, and client procedures.
1. Quickly and professionally answer inbound client calls according to each client's preferred greeting and nomenclature
2. Respond to requests for assistance sent by email and received by our Helpdesk Ticketing solution professionally and using appropriate templates, verbiage and guidelines, and within each client's desired response SLA
3. Understand, access, and efficiently use carrier portals and other tools
4. Diagnose and resolve technical issues involving clients' supported hardware, Mindglobal tools and carrier systems
5. Diagnose and resolve technical issues involving clients' supported MDM and related systems, Mindglobal published client- and inside-facing tools, and carrier portals
6. Research process, policy and procedure questions using available informational resources
7. Using appropriate and professional grammar and communication skills, advise client employees on appropriate action(s), timelines, outcomes, etc.
8. Follow standard help desk procedures according to each client's agreements, preferences and processes as noted in the KB, and as may be advised by MCM/CM and Helpdesk management
9. Ensure 100% of your client-related work is entered, tracked and documented in our Helpdesk Ticketing system correctly
10. Provide guidance to clients' employees on proper use of Mindglobal specific websites and tools
11. Understand and explain client-specific processes and procedures as well as carrier specific data to clients' employees
12. Refer and redirect non-Helpdesk requests to appropriate resource(s)
13. Identify and escalate situations requiring urgent attention and to the most appropriate resource
14. Stay current with industry trends, mobile technologies, internal systems and information, changes and updates
15. Proper and appropriate use of PC/Laptop and related equipment for our purposes
16. Proper and appropriate use of our electronic tools and resources for our purposes