What are the responsibilities and job description for the Call Center Technical Support Representative position at att?
This position reports to our 2221 Lakeside Blvd Richardson, TX 75082 location. If selected, you must be able to report to this work location. 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. Pay Transparency Our Business Premier Service Consultants earn $21.93 per hour. Not to mention paid training and all the other amazing rewards that working at AT&T offers. Joining our team comes with amazing perks and 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 What we’re looking for At least one year of customer service experience preferred; call center experience preferred. Flexibility to work any schedule during hours of operation is essential. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required. Unwavering Customer Focus Strong Work Ethic Problem-Solving Skills Attention to Details Career possibilities are limitless with AT&T. You will have the chance to round out your experience with training on the latest technology, devices and our entire lineup of products, services and promotions. If you’re ready to take the lead as the voice of AT&T, we’d love to hear from you! If you are considering jobs like Wireless Sales, Call Center Representative, Customer Service Representative, Inbound Sales Representative, or Call Center Agent, this career move would be a great fit! #connectourcustomers Weekly Hours: 40 Time Type: Regular Location: Richardson, Texas It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.