AT&T Technical Support (Project: SP) in São Paulo, Brazil
Team Leader supporting the Tier 1/Universal Agent team. The TL will perform same activities as techs and will also be responsible for supporting the day/night shift on non-technical issues, escalations and training.
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. The team lead will have additional responsiblity with escalations, training and non-technical issues with leading the local team of Tier 1/Universal agents team.
Key Competencies and Skills:
Customer Service skills
Basic technical knowledge of Wi-Fi, internet, and basic technical terminology
Education and Qualifications:
Technical School degree and or any college diploma. Experience in the telecomunications services. Must speak English. Spanish is a plus.
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