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Sr. Specialist - Customer Svc


Oakton, VA
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Job Details

Company AT&T

Job Title Sr. Specialist - Customer Svc

Jobid att4-6889554

Location: Oakton, VA, 22124, USA

Description **Job Description**
- This position will provide support for AT&T’s Federal Government Customers
under the EIS contract. **The support hours are 24x7x365.** Tier1 associates and Team Leads act as the
Portal between AT&T and the customers and therefore these Roles and
Responsibilities are critically important to achieve positive customer
experience. The job demands highest levels of Professionalism, Courtesy,
Behavior, Integrity, Responsiveness, and Flawless Execution.

(Team Lead) In addition, Team Leads will be expected to
provide direction and guidance to less experienced team members.Associate may assist management with daily
activities involving the group.

**Role andResponsibilities** -

Open, update and close tickets as required to track progress
of trouble resolution.Proficiency
measured primarily by ticket handling (updates, escalations) and call
management as well as quality based metrics.

Candidate must possess and ability to manage multiple tasks
and have a desire to work in a fast paced team environment.

Actively engages with others to understand issues and gather
necessary information for ticket movement toward resolution.

Manage personal phone queue and handle multiple forms of
electronic communications.

Review ticket issues, interface with various departments
within AT&T as well as the customer regarding open tickets.

Articulating clear, concise trouble resolution back to the
customer based on ticket logs.

Assist in the rapid assessment of both the nature and
severity of customer problems and initiate calls to various support
organizations as needed.

Maintains documentation of daily operations.

Follow established policies and procedures.

**Education** –

Typically a high school Diploma or equivalent; some college/full
degree may be required.

**Skills/Experience** –

Critical Thinker

Problem solving skills

Time management skills

Accurate typing skills

Strong communication skills – both oral and written; strong telephone
etiquette (required).

Experience in AOTS (Remedy) and or BMP ticket systems

Previous Telco experience, Tier 1 support (desired)

Troubleshooting skills involving T1 circuits required

1 to 3 years previous customer service experience (desired).

Flexible as hours can change based on needs of the business.


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