Mobility Support Specialist

Required Skills & Experience

· Strong customer service and communication skills · Experience supporting smartphones (iOS and Android) · Ability to walk users through password resets and account recovery processes · Strong documentation and ticket management skills · Comfort working in a high-volume, customer-facing environment Reliable transportation and ability to work onsite

Nice to Have Skills & Experience

· Apple Genius Bar experience · Best Buy Geek Squad experience · Mobile carrier retail experience (Verizon, AT&T, T-Mobile, etc.) · Telecom or help desk support background Experience with mobile device management (MDM) platforms such as Intune

Job Description

The Mobility Support Specialist is a customer-facing, entry-level technical support role focused on mobile device support and telecom services. Specialists will support users through device migrations, troubleshoot issues, document activity in the ticketing platform, and deliver a high-quality customer experience throughout the process. This team is supporting a large-scale migration of approximately 2,400 mobile devices from BlackBerry Enterprise Server (BES) to Microsoft Intune, transitioning users between two Mobile Device Management (MDM) platforms. A key requirement of the project is ensuring zero data loss during device conversion. Every device must be backed up prior to migration, requiring specialists to guide end users through various cloud-based backup solutions, including: · Apple iCloud · Google Cloud · Samsung Cloud · Other account-specific backup platforms

The role will involve walking users through:

· Device backups and migration preparation · Password resets and account recovery · Authentication and access issues · Basic mobile device troubleshooting Because of the customer-facing nature of the project, candidates with experience assisting users with password resets, account setup, or technical support are highly preferred.

Key Responsibilities

· Support mobile device migrations from BES to Intune · Assist users with device backups, account setup, and password resets · Troubleshoot smartphones, tablets, email access, mobile applications, and connectivity issues · Handle approximately 20–30 inbound/outbound customer interactions daily · Document all activity within the Connect ticketing platform · Provide excellent customer service and maintain a positive user experience throughout the migration process Escalate issues as needed while ensuring timely resolution