Customer Support Specialist

Company: AT&T
Location: Lubbock
Posted on: September 9, 2020

Job Description:

Take the lead at the frontline of our company! In this multifaceted role, youll assist with telephone and face-to-face customer interactions that utilize various tools and systems (telephone, e-email, e-care, correspondence, teletypewriter and online chat). Youll proactively evolve to meet customers needs and competitive demands. Success will depend upon your in-depth knowledge of AT&Ts products and services and your ability to provide effective resolutions.

Our call center environment is constantly evolving so well look to you to drive tools and technology to enable first call resolution. In the process, youll develop experience with a broad range of customer service call types like: advanced technical support, collections, retention, sales channel coordination and billing and adjustments. Youll also engage third party vendors and suppliers as needed to address service faults and provide customer resolution. You may be tasked with identifying, tracking and rendering issues to assist in various root cause eliminations.

In addition to these duties, youll be required to:

--- Handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.

--- Troubleshoot and resolve customer impacting issues such as but not limited to: voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing. (Note: The skill and knowledge required will change with technology and application innovations.)

--- Assist customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T provided software & applications.

--- Proactively engage T3 support (network and IT) to address & resolve issues.

--- Remain proficient in all billing, rate plan and feature matters.

We prefer that you have:

--- At least one year customer service experience

--- Call Center experience

--- Advanced typing/keyboarding skills

Whats in it for you? Well offer paid-training that as well as resources to encourage your career growth. We also offer a competitive compensation package. Youll also gain an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off. Rounding out these benefits and perks we also provide 50% employee discount on:

--- AT&T internet & fiber

--- AT&T phone (formerly U-verse Voice)

--- DIRECTV (including Free HBO & NFL Sunday Ticket) and U-verse TV

Career possibilities are limitless with AT&T. You will have the chance to round out your experience with training on the latest technology, devices and our entire lineup of products, services and promotions. If youre 18 years or older, lets talk.

Keywords: AT&T, Lubbock , Customer Support Specialist, IT / Software / Systems , Lubbock, Texas