Client Services Representative

Mobility Care Associate Job Type: Full-time, Overnight Freelancer Position Location: Remote - Brazil - Work from home Hours: Set Schedule Monday – Friday, 3pm - 12am CST **** This schedule is set and will not change ******** Resumes must be submitted in English **** On behalf of our client, we are seeking a detail-oriented and process-driven professional with excellent communication skills to join the Mindglobal team as a Mobility Care Associate . Mindglobal , listed in Gartner's 2021 Market Guide, offers corporate TEM (Telecom Expense Management) solutions for Fortune 500 enterprises around the world. They are adding new members to their Brazilian team. Position Overview As a Mobility Care Associate for Mindglobal , you are responsible for providing customer and technical assistance and support related to mobile device systems, hardware, software, company and carrier processes, and client procedures. You will respond to queries by inbound phone call, email and as assigned, respond in a timely and professional manner, isolate issues and requests, and determine and implement a resolution as per client specific company procedures. This position is responsible for general customer service and completion of our clients’ day-to-day tasks within measurable SLA metrics. What you'll do: Quickly and professionally answer inbound client calls according to each client’s preferred greeting and nomenclature Respond to requests for assistance sent by email and received by our Helpdesk Ticketing solution professionally and using appropriate templates, verbiage and guidelines, and within each client’s desired response SLA Understand, access, and efficiently use carrier portals and other tools Diagnose and resolve technical issues involving clients’ supported hardware, Mindglobal tools and carrier systems Diagnose and resolve technical issues involving clients’ supported MDM and related systems, Mindglobal published client- and inside-facing tools, and carrier portals Research process, policy and procedure questions using available informational resources Using appropriate and professional grammar and communication skills, advise client employees on appropriate action(s), timelines, outcomes, etc. Follow Mindglobal’s standard help desk procedures according to each client’s agreements, preferences and processes as noted in the KB, and as may be advised by MCM/CM and Helpdesk management Ensure 100% of your client-related work is entered, tracked and documented in our Helpdesk Ticketing system correctly Provide guidance to clients’ employees on proper use of Mindglobal specific websites and tools Understand and explain client-specific processes and procedures as well as carrier specific data to clients’ employees Refer and redirect non-Helpdesk requests to appropriate resource(s) Identify and escalate situations requiring urgent attention and to the most appropriate resource Stay current with industry trends, mobile technologies, internal systems and information, changes and updates Proper and appropriate use of PC/Laptop and related equipment for Mindglobal’s purposes Proper and appropriate use of Mindglobal’s electronic tools and resources for Mindglobal’s purposes Who you are: Proficient and professional/native level English speaker and writer Able to multi-task and juggle a large volume of tasks Consistently reliable: able to be on time and present when scheduled Professional behavior in the workplace, remotely, and anywhere your Mindglobal affiliation is known Excellent communication skills – verbal and written Self-motivated to be effective with minimal supervision Detail, process and results oriented Ability to avoid distraction and consistently work throughout a scheduled shift Previous experience in mobile/wireless industry a plus What Mindglobal offers: Career Growth – Mindglobal prioritizes internal promotions. Remote Flexibility – Work from home in Brazil. Company Culture – A collaborative and supportive team environment. Job Type: Full-time, Contract position This is a freelancer position. Benefits (such as healthcare, paid time off or 13th month pay) are not provided. You will be an independent direct contractor ("freelancer") with Mindglobal and paid hourly for time worked. You will be scheduled to work 40 hours per week and as a contractor can choose your time off and holidays. Compensation & Hours: Pay: $6.60 USD per hour - This amount of hourly pay is only associated with this “overnight” shift as it includes an overnight pay differential. Hours: Set schedule Monday – Friday, 3pm - 12am CST Horário de trabalho: Turno de 8 horas Idioma: English (Obrigatório)