Sr. Specialist - Customer Svc - Atlanta, GA: AT&T
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Deeper product base.
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Sr. Specialist - Customer Svc - Atlanta, GA DescriptionThe Product Management Center (PMC) serves as the New Product Incubator and advanced Data Support department for AT&T Mobility.
The PMC is responsible for moderately to highly complex analytical and technical support tasks and activities for new and existing products.
The Sr. Specialist position is responsible for: · Directly interfacing with the AT&T business and consumer customer base via telecom system.
· Diagnosing and providing a path to resolving data and voice service inquiries related to GPRS/EDGE/UMTS/SMS/MMS devices including but not limited to PC Wireless Cards, Windows Mobile devices, RIM devices and GSM/UMTS handsets.
· Interfacing with local team management and internal and external partners.
· Multitasking through multiple systems while troubleshooting with customers.
· Accurately tracking all interactions via web interface.
· Achieving minimum call quality scores and center metrics, including average handle time and customer availability as well as schedule adherence.
Required Qualifications: · Excellent customer service skills · Strong communication skills, both oral and written · Ability to work independently and be self motivated · Ability to work a flexible schedule, including nights and weekends Preferred Qualifications: · Familiarity with Windows and Java based applications · 2 years experience in a technical support role · Basic knowledge with commercial Internet connectivity and security · Basic knowledge of e-mail protocol including but not limited to POP3, IMAP4, HTTP, Exchange, Lotus Domino · Understanding of various PDA operating systems including RIM, Symbian, Pocket PC and SmartPhone · Basic knowledge of Windows based laptops and supported peripherals · Strong organizational skills · Strong analytical skills · Excellent interpersonal skills · Strong multitasking skills Ability to work in dynamic situations Qualifications
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