What makes AT&T a global company? For starters, we support an impressive portfolio of large multi-nationals customers wherever they live and work. . We also have one of the largest networks ever created. Today, we’re bringing it all together with revolutionary devices and next generation services for U.S consumers and advanced communication, cloud application, and leading mobility solutions for business globally. Our collaborative approach to innovation is transforming what’s possible – in the home, in the car, and everywhere. With locations across the Asia Pacific, the Americas and EMEA, we’re the network of career possibilities that connects the world.
Roles and Responsibilities:
The SM is expected to establish strong relationships with designated customers, encouraging them to use our standard engagement procedures at all times. Partnering with other AT&T teams & partner organisations to drive customer issues to completion and to Client satisfaction. - Point of Client escalation - Interface into Service Assurance, Service Delivery and Billing teams as required - Coaching and educating Customers on BAU engagement and escalation processes for incident, delivery and billing related issues - Documenting Service guides - Internal point of Contact for Sales and other partner Orgs. - Customer reports ie. performance, SLA, Changes, Orders etc as required - Service Action/Improvement plans when required
Key Competencies and Skills:
- Japanese speaker is a key component of this role, fluent business language to support Japanese customers on additional sites and new technology. - Strong interpersonal skills - Ability to multitask in a complex environment and deliver to timescales. - Good understanding of the AT&T Business portfolio and technology. - Familiar with financial terminology, contracts, invoicing, Service Level Agreements - Good presentation skills - Sufficient seniority to interact at senior levels within AT&T organizations and at technical and supervisory level at the customer. - Pragmatic, lateral thinking and problem solving skills. Analytical and resourceful. - Understanding of geographical and cultural, human and business differences. - Ability to work in isolation and on own initiative in highly pressured situations. - Previous customer facing experience is an advantage
Education and Qualifications:
Any qualification in support of the above deliverables would be an advantage.
Had a fantastic experience at at& for the last 14 years in different roles
Great team of colleagues that I worked with and a lot of different cultures which all worked well together.
Some managers do not know how to be a manager and manage a teamFormer Employee - Senior Specialist Technical Support
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This is the life – the #LifeAtATT, that is. We’re creating what’s next and having a blast doing it. You’re looking for proof? Well, see for yourself.