TECHNICAL SUPPORT REP
Use Your Tech Savvy To Help Our Customers Stick Together!
A key component of T-Mobile’s commitment to outstanding customer service is our talented Technical Support team. Our Technical Care Representatives provide friendly, easy-to-understand troubleshooting guidance for all inquiries resulting from handset or data devices and technical service issues.
OPPORTUNITY-YOUR CHANCE TO SHINE
At T-Mobile, we have a broad range of service offerings, data devices and one of the most extensive networks in the country. But that only means something if our loyal customers are empowered to make the best use of them! The quality that makes T-Mobile’s Technical Care Reps stand out is their ability to translate complex technical information into user-friendly terms our customers can easily understand. In this role, you’ll assist customers who are having technical phone issues and enjoy the satisfaction that comes when an often simple fix can really make a customer’s day! With extensive training and team support, you’ll have the tools you need to educate a wide range of customers from all across the U.S. Plus, you’ll also enjoy the incentives and recognition T-Mobile has in place to reward the efforts of your performance and the opportunities for advancement make it perfect for people looking to establish a long-term career with T-Mobile.
TALENT SUITABILITY-ARE YOU THE RIGHT FIT?
Our most successful Technical Care Reps are outgoing quick learners who multi-task and combine people and technical skills with ease. Flexible and adaptable, they flourish in an environment where constant change around T-Mobile’s ever-evolving equipment and services is the rule. Our Technical Care team members have to work well within a dynamic team environment and use their interpersonal skills to support both their customers and their peers. 

RESPONSIBILITIES:

 • Answer calls and deliver exceptional customer service to build customer satisfaction and loyalty. 

 •Troubleshoot all technical inquiries regarding network coverage, device information and data services. 

 •Utilize all one-line resources/tools (i.e. ALR, HLR’s and MVP’s via Crosstalk/SMR) to troubleshoot and diagnose customer issue for resolution. 

 •Use applications to view customer network profiles. 

 •Keep aware of possible trends and report these findings for tracking. 

 •Stay current with email notification regarding network issues. 

 •Support Customer Care in times of need by answering calls with billing, coverage, and troubleshooting related issues. 

 •Complete ongoing training to stay abreast of product, service and policy changes. 

 •Provide effective and timely resolution of a range of customer inquiries 

 •Strive for one-call resolution of customer issues. 

 •Increase the customer experience by providing information on new products, rate plans, and services. 

PREFERRED QUALIFICATIONS: 



 •Six months to one year customer service, or technical support experience 

 •Call center, wireless, PC, Cable Modem, Telecom, or other Technical Environment experience a plus 

 •Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems 

 •High School diploma or GED certificate 

 •Excellent verbal and written communication 

 •Strong problem solving skills 

 •Outstanding analytical skills 

 •Ability to thrive in a lively working environment and multi-task 

 •The flexibility to work weekends and other varied shifts as assigned