Expert, Fiber Channel Partner 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!

The Fiber Channel Partner Support Expert has a specialized support structure focused on Channel Partners, field partners, and other channels as needed – completing escalations requests and providing in-depth product knowledge. Facilitates resolution of the highest level of escalated or sensitive customer needs or complaints regarding products or services, received through numerous avenues. Resolutions are conducted by either verbal or written contact with the customer using a high degree of discretion. Specialists ensure all contacts are documented in a clear manner. At times, they partner with other internal departments to fully resolve the situation. Specialists will trend issues.

This is a hybrid position required to be working in-office at least 3 days a week.

Responsibilities

• Subject matter expert directly resolving customer Fiber Internet issues or niche requests via various communication channels for customers, owning the issues through to resolution. must be available nights and weekends 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.
• Multi-tasks while working with customers or pivots activities when an urgent need emerges.
• Also responsible for other Duties/Projects as assigned by business management as needed.
  
  

A successful candidate will have the following Knowledge, Skills, and Abilities:

• Interact with customers to address concerns, answer questions, and assist them with their needs
• Business Writing Skills Clearly articulate in a professional manner via written correspondence
• Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet deadlines with detail and effectiveness
• Responsible for communication with the customer via email and phone as part of research and solution implementation of customer needs
• Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements
• Ability to fully understand and resolve a variety of problems quickly and effectively
• Ability to partner with other departments to resolve issues to completion.
• Adapt quickly and effectively to the unpredictable and varying requests you will support. Ability to prioritize asks and ensure all are completed and documented
  
  

Qualifications

• High School Diploma/GED required; Bachelor's degree preferred
• 2 years of Customer Service or customer facing sales experience
• 2 years of prior call center experience
• 2 years of Project Management
• At least 18 years of age
• Legally authorized to work in the United States
  
  

Base Pay Range: $20.01 - $36.10

Corporate Bonus Target: 10%

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, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ304931¶dox=1

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.