Mobility Specialist

Overview

Provides operational support for enterprise mobile services, including mobile device provisioning, carrier support, eSIM management, and user assistance, serving as the primary mobility operations resource for the assigned region.

What you'll do

• Process mobile service requests including new activations, upgrades, line changes, suspensions, and disconnects.
• Coordinate mobile device replacements and service transfers.
• Maintain accurate records of mobile numbers, devices, and service information.
• Assist with mobile inventory tracking and asset management activities.
• Provision and activate physical SIMs and eSIMs.
• Support users with eSIM setup and activation.
• Troubleshoot common SIM and eSIM issues.
• Coordinate SIM replacements and device upgrade activities.
• Provide day-to-day support for mobile phones, tablets, and wireless services.
• Troubleshoot mobile connectivity, voice, text messaging, and data service issues.
• Assist users with device setup and carrier-related issues.
• Support requests involving lost, stolen, or damaged devices.
• Provide white-glove support for VIP users when required.
• Submit support requests and service orders with mobile carriers.
• Track carrier tickets and follow up on outstanding issues.
• Escalate service-impacting issues when necessary.
• Assist with number porting and mobile service changes.
• Assist users with PIN and PUK code requests.
• Support carrier verification and account authentication processes.
• Coordinate SIM swap requests using approved procedures.
• Report suspected mobile fraud or unauthorized activity.
• Maintain mobility documentation and knowledge articles.
• Assist with reporting and inventory audits.
• Identify recurring issues and recommend process improvements.
• Participate in mobility-related projects and service enhancements.

What you'll need

• Associate degree or equivalent work experience.
• 1-3 years of experience supporting mobile devices, telecommunications services, or end-user technology.
• Experience working with mobile phones, tablets, and wireless carriers.
• Basic understanding of eSIM technology and mobile service provisioning.
• Strong customer service and communication skills.
• Ability to manage multiple requests and priorities.
• Strong attention to detail and organizational skills.

Nice to have

• Experience supporting enterprise mobile phone programs.
• Experience working with wireless carriers such as Verizon, AT&T, T-Mobile, Vodafone, Orange, or Telefónica.
• Familiarity with telecom inventory management systems.
• ITIL or customer support experience.
• Experience supporting corporate mobile device deployments.

Details

• Location: Pune, Maharashtra, India.
• Reporting to: Mobility Services Lead / EUC Manager.
• Regional coverage: supports employees in the assigned region while collaborating globally with team members.