Mobility Services Analyst - Telecommunications

Description

Position Summary: We are seeking an Enterprise Mobility Specialist to provide support to corporate users in managing mobile devices and services, while interacting with international customers. Key Highlights: 1. Support for corporate users of mobile devices and services 2. Interaction with international customers and mobile operators 3. Incident resolution and mobile device lifecycle management About the Position At LinkAmerica, we are looking for a customer-service-oriented Enterprise Mobility Specialist to support corporate users in managing mobile devices, cellular lines, and enterprise mobility services. This role combines customer service expertise with telecommunications knowledge, requiring daily interaction with international customers, mobile operators, and internal teams to ensure an excellent service experience, resolve incidents, and manage the lifecycle of corporate mobile devices. Proficiency in English is essential, as this position provides support to international customers, primarily in the United States. Responsibilities * Provide customer support via phone, email, and web portals. * Manage requests related to corporate mobile devices and cellular lines. * Coordinate activations, suspensions, replacements, and service updates for mobile services. * Track mobile device orders with operators and telecommunications providers. * Resolve technical and administrative inquiries related to enterprise mobility services. * Coordinate with telecommunications providers to resolve incidents. * Escalate complex cases when necessary, ensuring adherence to established service level agreements (SLAs). * Maintain clear, professional, and timely communication with internal and external customers. * Accurately document all requests, activities, and follow-ups performed. * Manage multiple requests simultaneously while maintaining high quality and service standards. Required Profile * Advanced English (B2+/C1) spoken and written (mandatory). * Minimum 3 years of experience in customer service and support. * Experience supporting corporate customers or managing requests related to telecommunications, mobile devices, or technology services. * Experience in request management, case tracking, and incident resolution. * Excellent verbal and written communication skills. * Strong customer orientation and service mindset. * Ability to work in dynamic environments and manage multiple tasks simultaneously. * Proficiency in Microsoft Office (Excel, Outlook, and Word). Preferred qualifications include experience in * Mobile operators such as AT&T, Verizon, T-Mobile, Claro, Movistar, Liberty, or similar. * iPhone and Android device administration. * SIM and eSIM management. * Mobile Device Management (MDM) platforms. * Ticketing tools such as ServiceNow, Salesforce, Zendesk, or similar. * Corporate cellular line activation, portability, replacement, and management processes. * Tier 1 technical support. Competencies * Excellent customer service. * Organization and attention to detail. * Problem-solving ability. * Analytical thinking. * Teamwork. * Adaptability and proactivity. * Sense of urgency. * Case tracking and management capability. Work Location: Hybrid in Engativá, Cundinamarca 111111