Sr Portals Specialist, Implementation

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!


Job Overview

The Sr. Portals Specialist, Implementation utilizes deep technical knowledge of a broad range of products to provide optimal solutions to business customers and serve as a mentor to peers. They manage the portal onboarding process for customers and work closely with team leadership to provide recommendations to improve the experience. As the single point of contact for customers and as a leader for internal employees, they manage and lead all aspects of registration, enrollments, configuration and training. These include setting up the portal properly to meet catalog requirements, training the customer and ensuring all approved users are registered. Throughout the process, they document progress and ensure internal employees and customers are informed and fully engaged.

Job Responsibilities:

• Collaborates with business customers and cross functional partners to plan and implement portal solutions. Achieves and documents project progress via case management, email exchanges and Slack interactions.
• Owns and conducts implementation onboarding activities for differing business portal solutions with new and existing business customers. The process involves managing a triage of customer needs and priorities, portal configuration, and administration of user registration and site enrollments.
• Develops and delivers training to customers and frontline employees for multiple business portal platforms.
• Coordinates and resolves any escalations to ensure white-glove support for our customers.
• Possesses in-depth expertise of Portals.
• Provides mentorship to Portals Specialists.
• Recommends proactive solutions to create or maintain our knowledge base to help end users help themselves and frontline.
• Serves as the back-up lead to Supervisor.
  
  
  

Education:

• High School Diploma/GED (Required)
• Bachelor's Degree (Preferred)
  
  
  

Work Experience:

• 4-7 years Customer support experience (Required)
• 4-7 years Systems onboarding experience (Preferred)
• 2-4 years Experience working with customers to test and document issues for resolution or escalation to leadership ()
  
  
  

Knowledge, Skills and Abilities:

• Customer Relations Ability to support and manage customer relationships in a remote, virtual environment utilizing communication tools such as email, Webex, Slack, phone, etc. Understands when to defer to leadership. (Required)
• Building Relationships Ability to build strong cross-functional partnerships and leverage internal and external resources to move projects effectively through to completion. Works with frontline to obtain any needed information. (Required)
• Business Systems Analysis Basic understanding of portal technical jargon. Recommends new processes for continuous improvement. (Required)
• Business Systems Consulting Ability to prepare and articulate T-Mobile’s Implementation value proposition with customers. (Required)
• Communication Professional and effective communication with frontline teams and customers. Strong written and presentation skills. (Required)
• Organization Ability to manage multiple portal implementations concurrently, working through critical customer challenges in a time-sensitive, high-pressure environment. (Required)
• Technical Writing (Required)
• Attention To Detail (Required)
• Microsoft Office (Required)
  
  
  

Licenses and Certifications:

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

Travel:

Travel Required (Yes/No):No

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Base Pay Range: $51,400 - $92,700

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, copy and paste this link into your browser: https://paylookup.t-mobile.com/paylookup?reqID=REQ300569

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.