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Technical Support

Sao Paulo , Brazil

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"Tier 1 support for AT&T Wi-Fi Connectlink customers and end users. Basic equipment/device troubleshooting with end users and customer education signing into the splash pages. Opening tickets for each call and when necessary escalating to Tier 2. Also will be Standard Universal Agent support who is responsible for handling trouble tickets for business customers local and long distance phone services. Essentially, UA agents act as a liaison to document customer issues and route the ticket to the appropriate work group who can isolate and resolve the customer issue.
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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.

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

Education and Qualifications:
High School Diploma and any additional technical training or experience is desired

Additional Information:
Must speak English. Spanish is a plus
Job ID 153207 Date posted 08/06/2018

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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