Mobile Care Agent

About the role

The Mobile Care Agent provides first‑contact customer support and technical assistance for Optimum Mobile users. You will handle billing, plan inquiries, device troubleshooting, and service education while ensuring a smooth, customer‑centric experience.

Key responsibilities

• Respond to inbound calls and messages about mobile plans, billing, payments, SIM replacements, activations, and feature changes.
• Educate customers on promotions, services, and device features.
• Troubleshoot mobile‑related technical issues such as device performance, data connectivity, SIM errors, software updates, and app malfunctions.
• Guide customers through step‑by‑step troubleshooting, using remote access tools when needed.
• Escalate complex problems to specialized teams.
• Document interactions and resolutions in the CRM system.
• Collaborate with internal teams to ensure timely issue resolution.

Required profile

• High school diploma or equivalent; associate degree preferred.
• 1–2 years of experience in customer service or technical support.
• Strong communication, empathy, and problem‑solving abilities.
• Flexibility to work varied schedules.

Required skills

• Knowledge of iOS and Android operating systems.
• Familiarity with common mobile apps and issues.
• Experience with remote support tools.
• Ability to use CRM platforms for documentation.
• Optional: IT certifications such as CompTIA A+ or Network+.