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Company | T-Mobile |
Address | Sacramento, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Telecommunications |
Expires | 2023-07-26 |
Posted at | 10 months ago |
Be unstoppable with us!
- Task Management Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required)
- Monitor progress toward resolution of customer problems. Initiates measures to maintain progress toward resolution of impairment/outages such as ticket tracking, resource assignment, escalations, engaging higher tier engineers and scheduling meetings/conference calls if required. Review reporting data to identify performance trends and opportunities. Facilitate quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support.
- Business Planning Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)
- Education:
- Root Cause Analysis Ability to interpret service performance for root cause analysis and corrective action. (Required)
- Analyze process flow and application of tools to identify and implement improvements that promote a painless customer experience.
- Provide timely feedback to the management team on customer trends, issues and needs
- Less than 2 years Reporting Experience ()
- Knowledge, Skills and Abilities:
- High School Diploma/GED (Required)
- Product Knowledge Solid understanding of customer technologies and all Sprint products and services in order to understand and meet customer requirements. Extensive knowledge of T-Mobile products and services for effective customer management. (Required)
- 2-4 years Managing Technical Porjects ()
- Presentations Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required)
- Communication Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive.. (Required)
- Business Strategy Knowledge of wireless and wireline business preferred (Preferred)
- MS Office Suite Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
- Ability to effectively acquire the right resources to apply toward resolution of sensitive or chronic troubles. Minimize and contain escalations by demonstrating helpful customer interactions and follow-up skills.
- Work Experience:
- Legally authorized to work in the United States
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