Assoc Engineer, Broadband Technical Support

T-Mobile • Colorado Springs, CO

1d • Hybrid

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Technical Support Engineers are critical partners and experts in T-Mobile Fiber, who our customer service, sales teams, and executives seek out when they have a question or technical issues they are unable to resolve. This role will support on-site Fiber installs or service appt as needed, and support training others. Engaging with customers via email and/or phone support. Troubleshoot with customers and/or training/coaching Tier 1 care in resolving technical issues and creating/updating knowledge articles. Handle executive escalations and NPS callbacks, creating and maintaining a positive customer experience in every way. Support process improvements to reduce contact rates of customers. Complete field observations to support process improvement, partner alignment, and expand Fiber knowledge. This is a hybrid position required to be working in-office at least 3 days a week. Work week is Sunday - Thursday.

Requirements

• Bachelor's degree or 4 years of relevant work experience
• 2 years of engineering or operations experience within the telecommunications industry.
• Experience in wireless networking
• Analytical and problem solving abilities
• Strong verbal and written communication skills
• At least 18 years of age
• Legally authorized to work in the United States

Responsibilities

• Supports the resolution of customer technical issues.
• Prioritizes issues based on the greatest potential for customer impact and collaborate with other internal and partner teams through customer calls, care escalations, NPS survey feedback, executive escalations and other
• Supports training programs and documentation for new operations, maintenance and troubleshooting procedures for fiber resolution.
• Assists Engineering and Partner teams with the validation and deployment of new markets to ensure smooth launch.
• Provides expert on-site and remote support
• Complete various training programs to further enhance skills
• Also responsible for other Duties/Projects as assigned by business management as needed.

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
• Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees