Broadband Customer Support Specialist

T-Mobile•Overland Park, KS

3d•Onsite

About The Position

The Broadband Customer Support Specialist at T-Mobile is integral to managing and resolving the highest level of escalated or sensitive customer issues related to broadband services. This role requires specialized knowledge to support Channel Partners and field partners, ensuring that all interactions are handled with a high degree of discretion and professionalism. By documenting all customer contacts clearly and collaborating with internal departments, the Specialist ensures comprehensive resolutions that uphold T-Mobile's commitment to exceptional service. Their expertise in product knowledge and customer interaction enhances the overall customer experience and supports T-Mobile's operational efficiency. Ultimately, the Specialist's contributions are crucial in maintaining and enhancing customer satisfaction and loyalty to T-Mobile.

Requirements

Customer Service - Expertise in handling escalated or sensitive customer issues with professionalism and discretion.
Telecommunications - Specialized knowledge in broadband services and related technologies.
Problem Solving - Ability to analyze complex issues and derive solutions that enhance customer satisfaction.
Collaboration - Strong ability to work with internal departments to ensure comprehensive resolutions.
Documentation - Proficient in documenting customer interactions clearly and concisely to maintain accurate records.
Microsoft Office - Proficiency in Microsoft Office tools to manage documentation and reporting.
Confidentiality - Ability to handle sensitive information with a high degree of confidentiality and integrity.
Cross Functional Relationships - Capability to build and maintain effective relationships across different functional areas within the organization.
Customer Oriented - Dedicated to meeting the expectations and requirements of internal and external customers.
High School Diploma/GED
2 years+ resolving escalated or sensitive customer issues in a telecommunications or broadband service environment
At least 18 years of age and legally authorized to work in the United States

Nice To Haves

General Studies Bachelor's Degree in Business Administration or Communications preferred
2 years+ customer service or customer facing sales experience preferred
2 years call center experience preferred

Responsibilities

Subject matter expert directly resolving customer Fiber/Broadband Internet escalations or specialized requests via various communication channels for customers, owning the issues through to resolution.
Must be available based on customer and business needs.
Proactively identify customer experience opportunities, identify the root cause, and recommend solutions through cross-functional teams, and share trends with partner leadership, HQ, and frontline.
Documents all customer contacts clearly to ensure comprehensive resolutions.
Supports Channel Partners and field partners with specialized knowledge and assistance.