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Service Support Manager ( Maternity leave cover contract )


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Job Details

Company AT&T

Job Title Service Support Manager ( Maternity leave cover contract )

Jobid att4-3923160

Location: USA

Description Location: CBC center, Bratislava

Working hours: EMEA working hours

This role within the Global SM Organization, will work with and alongside EMEA Service Management to provide a consistent interface to our key customers for all elements of the service delivered and ensures that actions are taken within AT&T to drive improved customer satisfaction. This position will be performing SM related tasks in support of a module of accounts, and the role will be both proactive and reactive in content. The employee will establish and maintain strong relationships with AT&T Customer Service functions, if required with designated customers, and will have a significant role to play in delivering overall Customer satisfaction to our Account base.

**Roles and Responsibilities:**

• Frequent communications with stakeholders in AT&T

• Business Escalation Point

• Regular checkpoints with internal AT&T functions to discuss maintenance, provisioning and billing aspects.

• Address and lead the resolution of issues with clients of various functional areas: Maintenance, provisioning and billing

• Awareness of customers service performance

• Support service improvement action plans where applicable.

• Monitoring of conformance to Service Levels

• Good knowledge of operational support models in place

• Expectation management

• Report facilitator and present key messages

• Change Management relating to customer MACDs

• Understanding of your customers network and any critical business usage to enable fact based decision-making by yourself and the organisation during problem management.

• Proactive approach to avoid issues and risks.

• Office based

• Available to and open to take escalations at out of office hours

**Key Competencies and Skills:**

• Fluent English including excellent written English

• Sufficient technical skill in Telecommunication.

• Good knowledge of office tools (Excel, Word, PowerPoint)

• Sufficient technical background or experience : IT knowledge, networking

• Basic knowledge of financial terminology, contracts, invoicing, Service Level Agreements?

• Good interpersonal skills : Empathy ; Respectfulness ; Ability to initiate corrective action; persuasive and diplomatic

• Ability to multitask in a complex environment and deliver to timescales.

• Ability to work under pressure

• Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful.

• Understanding of geographical and cultural, human and business differences.

• Good presentation skills

• Ability to work in isolation and on own initiative in highly pressured situations.

• Project management experience is an additional advantage.

**Education and Qualifications:**

University degree

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