Senior Specialist Client Support
hace 5 días
Job Description
:At AT&T we´re redefining the future of connectivity. At our core is a passion to serve our customers with products and services that create connections, improves lives and allows millions to share the stories and experiences that matter.
The Senior Specialist Client Support or Service Manager (SM) ensures that AT&T products and services
are supported to operational contractual commitments and service level agreements, on behalf of
designated global strategic MNC’s. The SM has overall ownership of the Customer Service Experience
(Customer satisfaction) and builds relationships of trust and integrity with designated customers by
demonstrating a comprehensive understanding both customers’ business requirements and the
AT&T products and services that are used to support these requirements.
As a Sr. Specialist Client Support, you will:
Build and maintain relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to Client and SM requests and requirements. Point of Client escalation Point of internal escalation and inquiry Supporting across Assurance, Delivery and Billing All products and services including NI and 3rd party. Providing Client facing reports. Analysis and recommendations based on available data/reports. Including capacity management, site resiliency Creating and managing Service Improvement plans Maintaining Customer specific service guides Participation/Leadership on Client calls Regular monthly/quarterly governance calls/meetings ie. StewardshipWhat you'll need:
Education: Preferred bachelor’s degree preferred Experience: At least 4 years’ experience in a global network service role, of which at least 2 years with a customer facing role. Must be bilingual; fluent in English comprehension, speaking and writing. Project Management Experience is a plus. Ability to work under pressure and when required outside business hours. Good understanding of the AT&T Business portfolio and technology. Familiar with financial terminology, contracts, invoicing, Service Level Agreement. Very good interpersonal skills: Empathy; Respectfulness; Ability to lead corrective action teams; persuasive and diplomatic. Ability to multitask in a complex environment and deliver to timescales. Pragmatic, lateral thinking and problem-solving skills. Analytical and resourceful. Understanding of geographical and cultural, human, and business differences. Very good presentation skills Sufficient seniority to interact at senior levels within an organization. Ability to work in isolation and on own initiative in highly pressured situations.Your future is calling. Apply today
Weekly Hours:
40Time Type:
RegularLocation:
Naucalpan De Juarez, Estado de Mexico, MexicoIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
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