Advanced Business Technical Support Specialist | ATS |

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview
As a Business Technical Support Sr. Specialist, your role is to serve as the initial point of contact for Small Business, Enterprise and Government customers or end-users seeking technical assistance on more complex technical solutions and managed services. The ability to quickly and efficiently diagnose and resolve technical issues, as well as strong communication skills are essential to ensuring a positive customer experience and maintaining the smooth operation of IT systems and services. A successful Technical Support Sr. Specialist balances technical expertise with strong interpersonal skills to provide effective and empathetic support to customers. They continuously update their technical knowledge as technology evolves and refine their soft skills to ensure customer satisfaction and efficient problem resolution.
This position is a part of our Business Customer Support for T-Mobile and supports customers 24x7. Schedule Flexibility is a requirement .

Job Responsibilities:

• Issue Resolution
  - Uses all available tools and resources to resolve issues
  - Conduct troubleshooting steps following resource documentation to resolve common technical issues related to hardware, software, operating systems and network connectivity
  - Guide uses through basic software or hardware problem-solving steps
  - Educate customers on how to use software and hardware effectively and offer other tips as relevant to prevent future issues
  - Maintain detailed records of customer interactions, technical issues and the steps taken to resolve them
• Communication
  - Listen to and analyze customer descriptions of technical problems to reach root cause and resolve
  - Communicate technical information clearly, both verbally and in writing. With non-technical customers, communicate effectively translating technical jargon into simple, understandable terms.
  - Collaborate with other members of the support team and work closely with Tier 2 or Tier 3 specialists to ensure swift resolution of complex issues.
• Customer Service: Patience, empathy, and the ability to remain calm and professional when dealing with frustrated or upset customers
• Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• High School Diploma/GED (Required)
• Associate's Degree Or equivalent certification
  Stem Program
  College degree and/or 2 years relevant work experience
  (Preferred)
• 2-4 years Customer Service Required
• 2-4 years Troubleshooting customer hardware, mobile phones or other electronic devices Required

Knowledge, Skills and Abilities:

• Customer Service - Strong customer service skills including ability to understand vague descriptions of technical issues
  - Patience, empathy and ability to remain calm and professional when dealing with frustrated or upset customers are crucial (Required)
• Problem Solving -Ability to pay attention to details in order to determine root cause of an issue and resolve common technical issues
  - Proficiency in diagnosing and resolving common technical issues related to hardware and software (Required)
• Networking Basic knowledge of networking concepts and ability to troubleshoot network connectivity issues (Required)
• Active Listening The ability to actively listen to customers' descriptions of their issues and ask relevant questions to gather more information is crucial. (Required)
• TIme Management: Ability to prioritize and manage multiple customer requests or issues to meet service level agreements and maintain efficiency (Required)
• Technical Knowledge: A foundational knowledge of computer hardware, software and operating systems and networking (Required)
• Microsoft Office Proficient in Microsoft suite (Required)
• T-Mobile Systems: advance knowledge of T-Mobile systems and tools, supporting all current products and services required to troubleshoot and resolve customer issues. (Required)
• Schedule Flexibility: Adjust to flexible schedule, day, afternoons and graveyard shifts, weekends, shifts, on-call and holidays (Required)
• Critical Thinking and Problem Solving: Logical thinking and adept troubleshooting skills (Required)
• Security Awareness: Understanding of basic security principles and the ability to guide users in maintaining secure practices (Preferred)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $20.75 - $37.44

Annualized Incentive Target: $4,400

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, ;paradox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out ;br>
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing or calling 1-. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.