Specialist, Broadband Customer Support

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!

• 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.
• Documents all customer contacts clearly to ensure comprehensive resolutions
• Supports Channel Partners and field partners with specialized knowledge and assistance

• High School Diploma/GED General Studies (Required)
• Bachelor's Degree Business Administration or Communications (Preferred)
• 2 - 4 years Resolving escalated or sensitive customer issues in a telecommunications or broadband service environment Required
• 2 - 4 years Customer Service or customer facing sales experience. Preferred
• 2 years Call center experience Preferred

• Customer Service Expertise in handling escalated or sensitive customer issues with professionalism and discretion. (Required)
• Telecommunications Specialized knowledge in broadband services and related technologies. (Required)
• Problem Solving Ability to analyze complex issues and derive solutions that enhance customer satisfaction. (Required)
• Collaboration Strong ability to work with internal departments to ensure comprehensive resolutions. (Required)
• Documentation Proficient in documenting customer interactions clearly and concisely to maintain accurate records. (Required)
• Microsoft Office Proficiency in Microsoft Office tools to manage documentation and reporting. (Preferred)
• Confidentiality Ability to handle sensitive information with a high degree of confidentiality and integrity. (Required)
• Cross Functional Relationships Capability to build and maintain effective relationships across different functional areas within the organization. (Required)
• Customer Oriented Dedicated to meeting the expectations and requirements of internal and external customers. (Required)

• At least 18 years of age
• Legally authorized to work in the United States

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

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, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. 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 ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.