As a specialist you will:

• Provide 1st 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. 

The starting hourly rate for this position is $22.50. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meets all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.