Lead, Business Tech Support

T-Mobile•Atlanta, GA

8d•$54,660 - $98,567

About The Position

The Lead, Technical Support Business is an individual contributor role that supports frontline Technical Specialists in a high-availability technical support environment. The position provides real-time technical assistance, workload coordination, and routine escalation support to help ensure timely, accurate resolution of connectivity and service-impacting issues for business customers. The Lead reinforces technical standards, supports inbound troubleshooting, and helps maintain operational stability during high-volume or urgent periods. The role partners closely with the Technical Support Business Manager but does not have people-leadership authority. Success is measured by execution quality, frontline readiness, and consistent first-line technical resolution. T-Mobile offers a competitive compensation package, including base pay and potential incentive compensation. Employees may be eligible for an annual bonus or periodic incentive, depending on their role. The position includes access to T-Mobile’s benefits package subject to eligibility. T-Mobile describes career growth as a range of opportunities for employees to develop within the organization.

Requirements

High school diploma or GED.
At least 1 year of customer service experience in a technical environment.
Decision-making and problem-solving skills, including the ability to work well and quickly under pressure.
Ability to thrive in a lively working environment, multitask, work independently, and meet deadlines with detail and effectiveness.
Ability to work closely with internal teams, leaders, and support experts to ensure account health and customer satisfaction.
Clear, professional communication with frontline team members, peers, and people leaders.
Ability to understand and resolve a variety of problems quickly and effectively.
Ability to maintain up-to-date knowledge of departmental policies and procedures and complete training to stay proficient in systems, products, company values, and organizational requirements.
Customer de-escalation and conflict-resolution skills.
Competency in a Windows-based environment, keyboarding, and internet skills, including Microsoft Office.
Ability to work varied shifts as assigned and maintain reliable, predictable, and consistent attendance.
At least 18 years of age.
Legally authorized to work in the United States.

Responsibilities

Provide real-time technical assistance to Technical Specialists during live troubleshooting and routine incident resolution.
Serve as a subject matter resource for systems, tools, processes, and technical workflows.
Assist Specialists with complex technical scenarios while reinforcing expected practices and standards.
Address routine technical escalations within defined guidelines and escalation paths while protecting service quality, consistency, and customer experience.
Escalate complex, high-risk, or precedent-setting incidents to the Technical Support Business Manager.
Conduct side-by-side support and observation to reinforce technical standards, troubleshooting approaches, and accuracy.
Provide informal, in-the-moment feedback focused on skill application and execution quality.
Support onboarding and adoption of new systems, tools, or processes as directed by the Manager.
Participate in quality reviews and post-incident analysis activities.
Identify recurring technical issues, trends, and improvement opportunities affecting service reliability, and share insights with leadership.
Move between team member support, leadership support, and workload management duties throughout the day.