Mobile Care Agent Job Description

Job Title: Mobile Care Agent

Job Code: 70008812

Job Summary:

The Mobile Care Agent is responsible for delivering exceptional customer support and technical assistance for Optimum Mobile customers. This role handles a wide range of inquiries, including billing, plan details, account updates, device troubleshooting, connectivity issues, and service feature education. Mobile Care Agents combine strong communication skills, empathy, and technical aptitude to ensure first‑contact resolution and superior customer experience.

Key Responsibilities:

Customer Support & Account Services:

- Respond to inbound customer contacts regarding mobile plans, billing questions, payments, and service inquiries.

- Support account updates, SIM card replacements, activations, feature changes, and related account functions.

- Educate customers with available services, promotions, and features.

- Provide professional customer‑centric experience.

Technical Troubleshooting & Issue Resolution:

-Identify and analyze mobile technical related problems such as device performance, data issues, SIM card errors, software updates and app malfunctions. Assist customers on how to resolve technical issues in a clear and patient manner.

-Guide customers through step-by-step troubleshooting processes to identify and resolve technical issues. Offer clear and concise instructions, adapting your communication style to the customer's technical proficiency.

-Utilize remote access tools to diagnose and resolve complex technical issues on customers' mobile devices, ensuring minimal disruption to their workflow.

-Being able to escalate more complex or technical problems to the appropriate teams.

Service Optimization & Customer Experience:

- Listen actively to understand customer needs and deliver accurate solutions.

- Manage challenging interactions with patience and professionalism.

- Recommend services or features that enhance customer experience.

- Ability to upsell/cross- sell Optimum mobile services to existing customer bases to further strengthen customer relationships and enhance the overall experience.

Documentation & Collaboration:

-Accurately record interactions and troubleshooting steps in CRM systems.

- Maintain up‑to‑date knowledge of products, policies, and procedures.

- Collaborate with internal teams for effective issue resolution.

- Adhere to established protocols and standards. Continuously seek opportunities to enhance customer experience and technical service processes

Qualifications:

- High school diploma or equivalent; Associate degree preferred.

- 1–2 years of experience in customer service and/or technical support, with Strong transferrable skills.  

- Knowledge of iOS/Android, apps, and common mobile issues.

- Strong troubleshooting and communication skills.

- Ability to work flexible schedules.

Preferred:

- Experience in mobile carriers or wireless support environments.

- Familiarity with remote support tools.

- IT certifications (CompTIA A+, Network+, etc.).

-BPO or telecom call center experience in fast-paced metrics-driven environment

Working Conditions:

- Contact‑center environment with extended periods of computer and headset use.

- Shifts may include evenings, weekends, and holidays.

- Training period 1 Month

Competencies:

Customer Focused

Technical Acumen

Problem Solving and Analytical Thinking

Communication Excellence

Attention to Detail

Critical Thinking

Collaboration Team work

Upselling /Cross Selling

Resilience

De-Escalation and Emotional Intelligence

Time Management and Efficiency

Adaptability and Emotional Intelligence

Benefits:

Transportation

Lunch

Training Incentive

Health & Life Insurance