AT&T Specialist Customer Service Austin TX

The customer support agent position resides in the customer call center, which operates on a 24/7/365 schedule and reports to customer care floor supervisors. The customer call center provides technical support and customer service to AT&T wireless customers. Duties and responsibilities of the position include but are not limited to: providing telephone and email support and problem resolution for external and internal customers for issues of moderate complexity; analyze, diagnose, and deliver known solutions to known complex problems; escalates, dispatches and notifies proper channels in support of the customer; follows up with customer/property on closed issues; uses computerized system for tracking, information gathering, and/or troubleshooting; requires ability to navigate a computerized data entry system or other relevant computer applications; adheres to defined call center procedures and standards; and responds to internal and departmental requests as advised by the management team. Skills and experience desired: 1 to 2 years technical call center/helpdesk experience; customer support call center/customer service experience; minimum 30 wpm typing skills; excellent verbal and written communication skills; exceptional customer service/interpersonal skills; ability to analyze customer issues/problems; working knowledge of PCs and Microsoft applications; high school diploma or equivalent required; some college a plus. Preferred; proficiency in other languages and experience in hospitality/service industry environment. Must be able to commit to being at work on time, when scheduled and also to work any shift. SUPERVISORY: NO