Job Overview
We are seeking a detail-oriented professional to join our team as a Mobility Care Associate. This role is responsible for providing customer and technical assistance and support related to mobile device systems, hardware, software, company processes, and client procedures. You will respond to queries by inbound phone call, email and as assigned, respond in a timely and professional manner, isolate issues and requests, and determine and implement a resolution as per client specific company procedures. Quickly and professionally answer inbound client calls according to each client's preferred greeting and nomenclature. 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. Understand, access, and efficiently use carrier portals and other tools. Diagnose and resolve technical issues involving clients' supported hardware, MDM and related systems, and carrier systems. Research process, policy and procedure questions using available informational resources. Using appropriate and professional grammar and communication skills, advise client employees on appropriate action(s), timelines, outcomes, etc.
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 management. Ensure 100% of your client-related work is entered, tracked and documented in our Helpdesk Ticketing system correctly. Provide guidance to clients' employees on proper use of websites and tools. Understand and explain client-specific processes and procedures as well as data to clients' employees. Refer and redirect non-Helpdesk requests to appropriate resource(s). Identify and escalation situations requiring urgent attention and to the most appropriate resource. Stay current with industry trends, mobile technologies, internal systems and information, changes and updates.
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