Call Center Technical Support Representative

AT&T•Mesa, AZ

1d•$25•Onsite

About The Position

This full-time position reports to 1355 W University Dr, Mesa, AZ (2nd Floor) location. If selected, you must be able to report to this location. This is your opportunity to be the voice of AT&T – a global leader in communications and technology. As a member of our team, you’ll redefine customer service, creating meaningful connections with each customer. Every interaction is an opportunity to introduce the latest technology, services, and offers. While you drive to meet your daily goals, you’ll help our customers stay connected to what matters the most. How you’ll make an impact As a Business Premier Service Consultant, you’ll 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. You’ll use multiple tools to resolve issues, update accounts, and handle inquiries about rate plans, devices, network coverage, returns, and more. By applying strong problem-solving and communication skills, you’ll deliver excellent customer experiences, collaborate with teams, and stay up to date with the latest technology and offerings. What your day-to-day will look like Instill confidence and loyalty in customers through thoughtful listening and clear communication, utilizing your 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.

Requirements

At least one year of customer service experience preferred; call center experience preferred.
Flexibility to work any schedule during hours of operation is essential 7 am – 10 pm CT, Monday -Sunday (2 days off). Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.
Unwavering Customer Focus
Strong Work Ethic
Adaptability
Problem-Solving Skills
Attention to Details

Responsibilities

Instill confidence and loyalty in customers through thoughtful listening and clear communication, utilizing your 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