Broadband Customer Support Specialist

Overview At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Position The Broadband Customer Support Specialist at T-Mobile is integral to managing and resolving the highest level of escalated or sensitive customer issues related to broadband services. This role requires specialized knowledge to support Channel Partners and field partners, ensuring that all interactions are handled with a high degree of discretion and professionalism. By documenting all customer contacts clearly and collaborating with internal departments, the Specialist ensures comprehensive resolutions that uphold T-Mobile's commitment to exceptional service. Their expertise in product knowledge and customer interaction enhances the overall customer experience and supports T-Mobile's operational efficiency. Ultimately, the Specialist's contributions are crucial in maintaining and enhancing customer satisfaction and loyalty to T-Mobile. Work Schedule Wednesday - Saturday, 8:00am - 7:00pm MT Responsibilities Subject matter expert directly resolving customer Fiber/Broadband Internet escalations or specialized requests via various communication channels for customers, owning the issues through to resolution. Must be available based on customer and business needs. Proactively identify customer experience opportunities, identify the root cause, and recommend solutions through cross-functional teams, and share trends with partner leadership, HQ, and frontline. Document all customer contacts clearly to ensure comprehensive resolutions. Support Channel Partners and field partners with specialized knowledge and assistance. Knowledge, Skills and Abilities Customer Service - Expertise in handling escalated or sensitive customer issues with professionalism and discretion. Telecommunications - Specialized knowledge in broadband services and related technologies. Problem Solving - Ability to analyze complex issues and derive solutions that enhance customer satisfaction. Collaboration - Strong ability to work with internal departments to ensure comprehensive resolutions. Documentation - Proficient in documenting customer interactions clearly and concisely to maintain accurate records. Microsoft Office - Proficiency in Microsoft Office tools to manage documentation and reporting. Confidentiality - Ability to handle sensitive information with a high degree of confidentiality and integrity. Cross Functional Relationships - Capability to build and maintain effective relationships across different functional areas within the organization. Customer Oriented - Dedicated to meeting the expectations and requirements of internal and external customers. Education and Work Experience High School Diploma/GED General Studies Bachelor's Degree in Business Administration or Communications preferred 2 years+ resolving escalated or sensitive customer issues in a telecommunications or broadband service environment 2 years+ customer service or customer facing sales experience preferred 2 years call center experience preferred At least 18 years of age and legally authorized to work in the United States Compensation and Benefits Base Pay Range: $20.60 - $37.15 Corporate Bonus Target: 10% The pay range above is the general base pay range for a successful candidate in the role. The actual pay will be based on location, qualifications, and experience. At T-Mobile, employees in regular roles are eligible for annual bonuses or periodic incentives. Some roles have additional monthly bonuses based on performance. To find the pay range for this role based on hiring location, please click here. Benefits Full-time and part-time employees have access to medical, dental, and vision insurance; flexible spending accounts; 401(k); employee stock grants; employee stock purchase plan; paid time off; paid holidays; parental and family leave; family building benefits; back-up care; enhanced family support; childcare subsidy; tuition assistance; disability and life insurance options; voluntary coverage options; mobile service and home internet discounts; and commuter programs. For more information, visit the benefits site at Equal Opportunity T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, disability, or any other status protected by law. Discrimination or harassment based on these factors is not tolerated. Accommodation If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing View email address on click.appcast.io or calling View phone number on click.appcast.io. This contact is for accommodation requests and not for applying to a position. #J-18808-Ljbffr T-Mobile