Mobility Service Representative

2 weeks ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description:

The Mobility Support Desk is a centralized support hub bridging the gap between clients and technical solutions. It serves as the first point of contact for users facing issues with technology, software, or services.

This role handles multiple customer support activities, including receiving incoming calls, chats, emails & tickets to provide end-to-end Technical and general support resolution to the end user.

  • Takes ownership of various customer support activities, ensuring timely and effective resolutions.
  • Interacts with mobile phone carriers & other departments to resolve mobile service-related issues.
  • Ensures adherence to business rules & policies as dictated by joint operations documents.
  • Monitors SLA's and KRA's on a daily and monthly basis.

We are seeking a candidate proficient in Portuguese/Spanish & English who can support our SaaS product (Mobility Practice).

Key Responsibilities:

  1. Determine the issue, research, and follow-up steps for resolution.
  2. Handle incoming calls & chats
  3. Troubleshoot device and networking issues reported by users.
  4. Act as a liaison between customers, mobile carriers, client policy, and internal teams for accurate and timely resolution.
  5. Provide customer service/tech support via incoming phone calls, email, and chat.
  6. Identify and assist in resolving all issues during regular operations.
  7. Ticketing all calls, chats, and email support in English and Portuguese/Spanish.
  8. Review deliverables of support team members and provide required guidance for timely deliverables to clients.
  9. Communicate escalations/issues to Managers in a timely manner, ensuring professional and accurate communication.
  10. Act as a single point of contact for managing communications with clients.

Skill Set & Qualifications:

  • A strong understanding of Portuguese/Spanish and English is essential for supporting our SaaS product (Mobility Practice).
  • Willingness to work in 24/7 rotational shifts.
  • Highly organized with an appreciation for process and documentation.
  • A team player who thrives in a collaborative environment.
  • Ability to quickly learn troubleshooting devices and step-by-step instructions.
  • Identification, prioritization, and resolution of reported problems through various mediums (platforms, emails, calls, chats).
  • Working closely with international telecom carriers/service providers to resolve customer requests and incidents.
  • Technical Support experience highly regarded.

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