Required
Advocating within AT&T on behalf of the customer to ensure a seamless and effortless customer experience.
Manage escalation within AT&T for unresolved issues through to resolution.
Analyze trends, diagnose root cause of issues and make recommendations that are in line with key business opportunities. Create actionable Customer Engagement Plan (“SERVE”) for operational improvements.
Work with the customer to resolve all mobility service issues.
Act as the liaison between customer and AT&T cross functional organizations to ensure a positive customer experience.
Minimum Four (4+) years of experience and knowledge in networking: LAN/WAN/WLAN/DHCP/DNS
Possess excellent network troubleshooting skills
Ability to use multiple Incident Management Systems.
Knowledge of MS Office.
Team player and positive attitude.
Highly motivated, proactive, requires minimal supervision and ability to handle critical situations.
Ability to work under pres...