AT&T

Bilingual Technical Support Representative, English/Spanish

AT&T

full-time

Posted on:

Location Type: Office

Location: Mesa • Arizona • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $25 per hour

Job Level

Junior

About the role

  • Support business customers with a wide range of requests, including billing, service changes, troubleshooting, collections, sales, and technical support for all AT&T products and services.
  • Utilize multiple tools to resolve issues, update accounts, and handle inquiries about rate plans, devices, network coverage, returns, and more.
  • Instill confidence and loyalty in customers through thoughtful listening and clear communication.
  • Simplify and explain customer bills, rate plans, and features of AT&T’s products and services.
  • Troubleshoot and resolve customer-impacting issues, including voice and data problems that span multiple networks and interdependent network elements.
  • Engage Tier 3 support (network and IT), third-party vendors, and suppliers as needed to resolve service faults and provide customer resolutions.
  • Support wireless local number portability (WLNP), relocations, combined bill support, after-hours inquiries, and pre-paid service.
  • Assist customers with the latest products and services, such as air cards, USB devices, and AT&T-provided software and applications.
  • Manage all aspects of customer accounts, including activations, service changes, credit checks, collections, and maintenance of accurate records and reports.
  • Interface with other departments, distribution centers, and management to resolve order, return, inventory, and escalation issues.
  • Support returns, exchanges, upgrades, accessory orders, missing order requests, and inventory management for various locations.
  • Sell products and services, making personalized recommendations based on customer needs.

Requirements

  • At least one year of customer service experience preferred; call center experience preferred.
  • Flexibility to work any schedule during hours of operation is essential 7 am – 10 pm CT, Monday -Sunday (2 days off).
  • Specific job assignments may require day, evening, weekend, or holiday hours.
  • Occasional overtime may be required.
  • Unwavering Customer Focus
  • Strong Work Ethic
  • Adaptability
  • Problem-Solving Skills
  • Attention to Details
Benefits
  • Employee discounts up to 50% off on eligible AT&T mobility plans and accessories
  • AT&T internet (and fiber where available) and AT&T home phone
  • Tuition reimbursement program
  • Paid Time off and holidays - Employees receive 1 week of paid time off (PTO) after 6 months and 2 weeks after the first year. There are at least 8 company-designated holidays, and additional PTO is provided based on the bargaining group to which you are hired.
  • Paid Parental Leave
  • Medical/Dental/Vision coverage
  • 401(k) plan
  • Additional sick leave beyond what state and local law require may be available but is unprotected
  • Adoption Reimbursement
  • Disability Benefits (short term and long term)
  • Life and Accidental Death Insurance
  • Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
  • Employee Assistance Programs (EAP)
  • Extensive employee wellness programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetroubleshootingbillingservice changescollectionssalestechnical supportwireless local number portabilityinventory managementaccount management
Soft Skills
customer focusstrong work ethicadaptabilityproblem-solvingattention to detailclear communicationthoughtful listeningconfidence buildingloyalty instillationpersonalized recommendations