Technical Support (Project: SP) at AT&T Careers - AT&T Careers
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Technical Support (Project: SP)

São Paulo, São Paulo, Brazil

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Team Leader supporting the Tier 1/Universal Agent team. The TL will perform same activities as techs and will also be responsible for supporting the day/night shift on non-technical issues, escalations and training.

Roles and Responsibilities:
Responsible for troubleshooting end user devices to connect to AT&T Wi-Fi hotspots. Includes providing an excellent customer experience and resolving their issue the first time. SUA support will be to create trouble tickets for new customer issues, provide status updates on existing tickets, escalate existing tickets, and transfer misrouted customers to the appropriate work center for BVOIP, LNS, GCSC, and ADI services. The team lead will have additional responsiblity with escalations, training and non-technical issues with leading the local team of Tier 1/Universal agents team.

Key Competencies and Skills:
Customer Service skills
Basic technical knowledge of Wi-Fi, internet, and basic technical terminology

Education and Qualifications:
Technical School degree and or any college diploma. Experience in the telecomunications services. Must speak English. Spanish is a plus.
Job ID 1848930-I Date posted 03/22/2019

Had a fantastic experience at at& for the last 14 years in different roles

Pros

Great team of colleagues that I worked with and a lot of different cultures which all worked well together.

Cons

Some managers do not know how to be a manager and manage a team

Former Employee - Senior Specialist Technical Support
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