Call Center Technical Support Representative

AT&T•Mesa, AZ

2d•Onsite

About The Position

This is an opportunity to be the voice of AT&T, a global leader in communications and technology. As a Business Premier Service Consultant, you will redefine customer service by creating meaningful connections and introducing the latest technology, services, and offers. You will support business customers with a wide range of requests including billing, service changes, troubleshooting, collections, sales, and technical support for all AT&T products and services. The role involves using multiple tools to resolve issues, update accounts, and handle inquiries about rate plans, devices, network coverage, and returns. Strong problem-solving and communication skills are essential to deliver excellent customer experiences, collaborate with teams, and stay updated with technology and offerings.

Requirements

Flexibility to work any schedule during hours of operation 7 am – 10 pm CT, Monday -Sunday (2 days off)
Unwavering Customer Focus
Strong Work Ethic
Adaptability
Problem-Solving Skills
Attention to Details

Nice To Haves

At least one year of customer service experience
Call center experience

Responsibilities

Instill confidence and loyalty in customers through thoughtful listening and clear communication, utilizing knowledge of AT&T’s products and services to effectively service and retain customers
Simplify and explain customer bills, rate plans, and features of AT&T’s products and services
Troubleshoot and resolve customer-impacting issues, including voice and data problems that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning, and billing
Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to resolve service faults and provide customer resolutions
Support wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service
Assist customers with the latest products and services, such as air cards, USB devices, and AT&T-provided software and applications
Manage all aspects of customer accounts, including activations, service changes, credit checks, collections, and maintenance of accurate records and reports
Interface with other departments, distribution centers, and management to resolve order, return, inventory, and escalation issues
Support returns, exchanges, upgrades, accessory orders, missing order requests, and inventory management for various locations
Sell products and services, making personalized recommendations based on customer needs

Benefits

Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T home phone
Tuition reimbursement program
Paid Time off and holidays - Employees receive 1 week of paid time off (PTO) after 6 months and 2 weeks after the first year. There are at least 8 company-designated holidays, and additional PTO is provided based on the bargaining group to which you are hired.
Paid Parental Leave
Medical/Dental/Vision coverage
401(k) plan
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs