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Service Executive*

San Juan, San Juan, Puerto Rico

A Service Executive is a highly skilled, seasoned professional with extensive customer relationship management experience.  You will be responsible for providing complex customer support, ensuring customer service assurance support, and leading the service delivery for AT&T large business customers.  Skill level of the AT&T Service Executive is considered to be a Subject Matter Expert (SME).
Additional Responsibilities:
  • Relationship Management:  Serve as customer advocate, establish a network with maintenance work centers, manage suppliers, engage the appropriate technical resources, manage the escalation process, and provide status to the customer
  • Develop, maintain and grow business relationships with internal and external customers
  • Service Performance Management and Reporting:  Provide overall management for Complex Maintenance Issues;  Serve as communications link between AT&T, Customer & Local Access Providers, supply performance reporting, including incident specific analysis
  • Ensure successful implementations without negative impact to our customer
  • Proactive scheduled stewardship, set clear customer expectations, drive adoption of electronic tools, and provide clarity on internal process expectations
  • Lead communications with customer through detailed discussions of relevant issues, impacts and solutions
  • Identify and communicate business impacts to customer as it may relate to provisioning, billing, maintenance, etc
  • Proactively identify recurring or chronic problems and develop action plans
  • Coordinate daily service assurance activities for AT&T working closely with internal and external teams
  • Assist service assurance centers with chronic problems and escalations
  • Provide service assurance process and operation structures; service assurance ticket, testing and database system support
  • Work as a conduit between the service assurance organizations, internal and external customers, vendors, etc., as needed, in providing resolution to complex service problems
  • Provide focus and customer support for chronic troubled conditions via detailed analysis of historical data, real time testing and interaction at various levels both within AT&T and with the customer

Required Qualifications:
  • Five or more years provisioning, billing, ordering, and/or maintenance experience
  • Five or more years service delivery experience across all product lines
  • Extensive Customer Care Experience
  • Process knowledge of Central Office, Engineering, Technical Support and outside plant facilities
  • Private Line products and Voice Technologies including systems, processes and troubleshooting practices
  • Strong Customer interface skills
  • Experience working with Large Global Customers
  • Project Management Experience
  • Knowledge of and/or experience working with the following systems and software:   Microsoft Word, Excel and PowerPoint, SOTS, AOTS, BMP, TIRKS, SARTS, CTP, WMS, GEOLINK, NETSCOPE, SDN-SMS, SSIRS, ESPRIT/NET, RC & VERIFY, CONNECT-VU APX, STAMPS
Desired Qualifications:
  • Network Design, implementation and management of Large LAN/WAN infrastructure
  • Experience supporting local and long distance network topology; service assurance process & operational structures; service assurance ticket, testing & database systems
  • Technical Network support: Private Line Data, SONET, HSPS, Local and Long Distance voice services
  • Knowledge and experience with all Legacy-T High Speed Packet Service (HSPS) products
  • Background in Service Management

Job ID 1934764 Date posted 08/14/2019

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