Lead, Business Tech Support

T-Mobile USA•Atlanta, GA

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 role provides real-time technical assistance, workload coordination, and routine escalation support to help resolve business customer connectivity and service-impacting issues accurately and promptly. The Lead reinforces technical standards, supports inbound troubleshooting, and helps maintain operational stability during periods of increased volume or urgency. 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. The position requires a high school diploma or GED and at least one year of customer service experience in a technical environment. The candidate must be at least 18 years old and legally authorized to work in the United States. The role requires reliable, predictable, and consistent attendance and the ability to work varied shifts as assigned. No travel is required. Total target cash earnings are listed as $54,660–$98,567, with a national base pay range of $23.89–$43.08. Actual compensation varies according to factors including work location, qualifications, and experience. Eligible employees may receive annual bonuses or periodic incentives; actual payouts may vary. T-Mobile benefits for eligible employees include medical, dental, and vision insurance; flexible spending accounts; 401(k); employee stock grants and stock purchase plan; paid time off and up to 12 paid holidays; paid parental and family leave; family-building benefits; backup care and childcare subsidy; enhanced family support; tuition assistance and college coaching; short- and long-term disability; voluntary insurance coverage; mobile service and home internet discounts; pet insurance; and commuter and transit programs. The posting also describes career-growth opportunities and employee access to year-round money coaches.

Requirements

High school diploma or GED.
At least one year of customer service experience in a technical environment.
At least 18 years of age.
Legally authorized to work in the United States.
Decision-making and problem-solving skills, including the ability to work well and quickly under pressure.
Ability to thrive in a lively work environment and multitask.
Self-starter with the ability to work independently, meet strong deadlines, and maintain 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 current knowledge of departmental policies and procedures and complete training to stay proficient with systems, products, company values, and organizational requirements.
Conflict-resolution skills, including expertise in de-escalating customers.
Competency in a Windows-based environment, keyboarding, and internet skills.
Ability to work varied shifts as assigned and maintain reliable, predictable, and consistent attendance.

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.
Support Specialists with complex technical scenarios while reinforcing expected practices and standards.
Address routine technical escalations within defined guidelines and escalation paths.
Support issue resolution 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.
Share insights with leadership to support continuous improvement and risk mitigation.
Move between team member support, leadership support, and workload management duties throughout the day.