Expert, Enterprise Support

Be unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!

Job Overview
The Enterprise Support Expert will serve as a vital member of the business customer support team, responsible for supporting the day to day needs of our business customers, as well as maintaining strong relations with cross-functional teams to drive solutions and sales. As part of this team, experts will maintain a focus on delivering customer solutions, growing dedication within their communities assigned customer base and servicing the accounts in accordance with any contractual obligations. Performs a wide array of both offline and inbound job responsibilities, driven by the needs of their communities customer base and sales team. These responsibilities include, but are not limited to: providing operational, administrative and ordering support to their sales team, responding to customer inquiries, resolving customer critical issues, actively participating in customer conference calls, supporting the account billing and reporting needs and adapting to the individual needs of their communities assigned customer base.

Job Responsibilities:

• Deliver outstanding Un-Carrier service through expert handling of requests via various communication channels for customers as well as our sales team. Resolve billing issues by confirming promotions and rebates are processed accurately and assist with buyback facilitation of devices.
• Assist Sr. Enterprise Experts and community as needed with Account Management activities for including mobile number management, new account activation, fulfillment of equipment needs.
• Assist the Sr. Enterprise Experts as needed with sales or billing requests, processing orders and renewals via portal or Salesforce. Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
• Run custom billing, usage and other account related activity reports that allow for management of the customer account as needed.
• Communicate proficiently with all levels of business customers, Sales and cross-functional partners. Engage in cross-functional partnerships for in-depth problem-solving. Deliver and comply with customer care support needs as detailed by contractual agreements
• Also responsible for other Duties/Projects as assigned by business management as needed.

 

• Education:
• High School Diploma/GED (Required)

 

• Work Experience:
• 2-4 years Customer Service or customer facing sales experience (Required)
• Less than 2 years Prior call center experience (Preferred)

 

• Knowledge, Skills and Abilities:
• Project Management (Preferred)
• Customer Service (Required)
• Reporting & Analysis (Preferred)
• Interpersonal Efficiency Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and efficiency required)
• Cross Functional Relationships Work closely with Sales team as well as customer to ensure account health (Required)
• Articulate in Presentation Provide updates on account health, customer needs and concerns both internally and externally, in person and virtually (Required)
• MS Office Suite Responsible for communication with the customer via email and phone as part of research and solution implementation of customer needs (Required)
• T-Mobile Tools & System Knowledge 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 what we value and interpersonal requirements. (Required)
• Critical Thinking Adapt quickly and effectively to the unpredictable and varying requests that arise while supporting multiple large corporate accounts. (Required)
• Task Management Effectively move between calls, written communication through Salesforce and reporting as described earlier. (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively. (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
 

Never stop growing!
T-Mobile 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.

If you’d like to receive more information about careers at T-Mobile, sign up for the T-Mobile Talent Community today! https://www.tmobile.careers/profile/join/

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.