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T-Mobile USA, Inc. Specialist, Solution Support Engineer in Englewood, Colorado

Specialist will serve as the first line of service for all internal andexternal customers, and will be responsible for managing inbound calls,emails, chats, and tickets as a primary job function. They will work toresolve technical issues per defined process and escalate issues as needed toensure a positive customer experience. They will also be responsible forcreating Network Assessments for sales teams, solution engineers andcustomers. Specialist will also be responsible for assisting in ongoingcustomer management and lifecycle for all SETC supported products. Specialistsserve as the face of SETC and will support our culture and brand to all thosewho work with us by maintaining a high-level of professionalism and an intensefocus on the customer experience.ResponsibilitiesInbound Customer Queue Management -Responsible for receiving inbound calls,chats, emails, and tickets directly from sales, solution engineers,and customers. Is responsible for managing and resolving these issues in aprofessional manner as defined by process and expectations. Documentation -Will be expected to document all work completed in the approved databases,forms, and customer communications as defined by process. Documentation willneed to be kept up to date and information entered in real-time for all issuesand projects the individual is working on. Will take ownership of the qualityand accuracy of documentation they produce and data they enter. Break-FixSupport - Will be responsible for following defined troubleshooting guidelinesand processes to effectively resolve customer issues in a timely manner. Isexpected to resolve and escalate issues per defined technical tiers andprocess. Will be required to communicate updates, resolution steps andinformation to customers in a clear, concise, and professional manner.Pre-Sales Consultations, Deployment, Enablement and Lifecycle - Will beresponsible for working directly with both internal and external customers ina Pre-Sales consultancy capacity, manage designated product deployments,supporting ongoing customer product enablement and managing overall customerlifecycle. Is expected to follow designated process when completing thesetasks and to engage additional internal resources promptly to ensure the bestpossible customer experience and drive customer and company success. NetworkAssessments - Is expected to produce internal and external documents asoutlined by process and templated via PowerPoint and Excel. Must be able tobalance production requirements while still meeting other jobresponsibilities. Must be open to receiving direct feedback and managementregarding execution of Assessments as it relates to quality and productionmetrics. Project Support - Is expected to participate in projects asassigned by management and complete their required tasks on-time and withminimal direction. Will be tasked with supporting projects both technical andnon-technical in nature and are expected to execute assigned project taskswhile staying current on all other job responsibilities. Will need tocollaborate with others in a professional and productive manner that supportsproject outcomes. Training and Certification - Is expected to complete allassigned trainings and achieve certifications as assigned by management perthe defined Training and Certification path for Specialists. Will be expectedto complete trainings per schedule outlined by management while maintainingproductivity amongst their other primary job responsibilities. Alsoresponsible for other Duties/Projects as assigned by business management asneeQualifications1 + Year Experience operating a computer in a Windows based environment1+ Year Experience in a customer-facing environmentAbility to utilize coreOffice Suite products such as Word, Excel, and PowerPoint. Able toeffectively express, transmit, understand, and interpret information andideas verbally and in writing. Able to make rational decisions based on factspresented regarding a specific situat

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