The Mobility Management Services Support Agent handles incoming calls, emails, and helpdesk tickets from customer associates regarding mobile device issues and support. This position documents and provides resolutions in a timely manner in order to maintain customer satisfaction.

PRINICIPAL RESPONSIBILITES AND DUTIES:

• Responds to incoming calls, emails, and manages ticket que to support customer associates with, but not limited to:
  • Device assistance including set-up, synchronization and operations
  • Basic feature and function support
  • Device activations
  • Troubleshooting hardware and software issues
  • Troubleshooting device enrollment issues
  • Supporting standard application software delivered with the mobile operating system
  • Basic support for accessories (chargers, headsets, Bluetooth connectivity)
  • Creating passwords
  • Support for system updates
  • Device new order status
  • Ticket management on behalf of end user
• Ensures all open issues and requests are resolved in time frame designated for each client and maintains progress and resolutions in the system.
• Works with the internal team to complete daily service requests within contractual Service Level Agreement (SLA) requirements.
• Supports the internal team to work exception tickets with mobility vendors.
• Makes recommendations for process improvements.
• Other duties as assigned.

KNOWLEDGE AND MINIMUM REQUIREMENTS:

• Well-organized and detail-oriented in order to handle multiple tasks simultaneously.
• Excellent oral and written communication skills to maximize client responsiveness and develop a working relationship with internal departments.
• Well-developed interpersonal skills to maximize vendor’s responsiveness and to develop a cooperative working relationship.
• Excellent problem-solving skills and attention to detail.
• Basic proficiency in Microsoft Word and Excel.
• High school diploma or equivalent.
• 1 - 2 years of mobility helpdesk, first-line experience in a technical service or telecom call-desk environment or related experience required.

APPLICATION PROCESS:

You can directly apply through Cass's website at https://www.cassinfo.com/careers. Please apply directly to this position via
the “Apply” button. You will be required to create an account and provide your resume, contact information and other
pertinent employment information. This process typically takes 20 minutes or less. Should we find that you meet the
minimum requirement of the position, a member of our recruiting team will be in touch to start the interview process.

ABOUT OUR COMPANY:

Cass Information Systems, Inc. is a leading provider of integrated information and payment management solutions. Cass
enables enterprises to achieve visibility, control and efficiency in their supply chains, communications networks, facilities, and other operations. Disbursing over $80 billion annually on behalf of clients, and with total assets in excess of $2.4 billion, Cass is uniquely supported by Cass Commercial Bank. Cass is part of the Russell 2000®.