CSR II, Tech Care

Job Location: US-CO-Colorado SpringsReference Code: 175734Learn more about T-Mobile At T-Mobile, we help customers connect with the people who matter most in their busy lives. That takes new ways of thinking and an appetite for challenge every day.Do you want to work in a fun, high-energy, environment where your people skills can shine? Then this is the opportunity for you. Our customer service team members share a passion for problem solving, helping people and achieving results. They're proud of our teamwork, our diversity and the recognition that comes from a job well done. When our customers call, we're here to make a difference no matter how big or small the question. If you're looking for a job where your work counts for something, this is the place to be. Together, we can do great things. CSR II, Tech Care SUMMARY: CCR II – Technical Support provides 2nd line troubleshooting of technical support to customers for all technical inquiries resulting from network related outages and technical service issues.     ESSENTIAL DUTIES AND RESPONSIBILITIES:  ·  Utilize all one-line resources/tools (i.e. ALR, HLR’s and MVP’s via Crosstalk/SMR) to troubleshoot and diagnose customer issue for resolution and/or preparation for trouble ticket to be passed onto the Trouble Ticket Team. ·  Manning the Technical Support queue line  ·  Answering/Handling all GPRS billing issues. ·  Utilizing applications to view customers network profile to determine abilities in HLR that may be different than what is shown in the billing system. ·  Gathering of information to be reported within a Remedy trouble ticket.   ·  Keeping aware of possible trends which develop and reporting these findings to their supervisor for tracking. ·  Staying current with email notification regarding network issues. ·  Completing Tech Tracking Form in Remedy for tracking and reporting trends. ·  Assisting Customer Care in times of need by answering calls with general queue billing, coverage, and troubleshooting related issues.    SUPERVISORY RESPONSIBILITIES:   None    QUALIFICATIONS:   ·  Minimum 9-12 months experience in Technical Support ·  Previous ability with PC or other data device hardware required ·  Demonstrated competency in Windows based environment ·  Familiarity with Internet networking functionality and connectivity ·  Familiarity with Windows hardware and software configurations required The benefits of teamwork Career growth and personal recognition are an important part of our culture. Team members enjoy competitive pay, training and development, generous paid time off, wicked-cool wireless discounts, education assistance, medical/dental, childcare subsidy, a superior company-matched 401(k) plan and amazing work environments with TV and game rooms, workout and cafeteria services, and some centers even have miniature golf and movie theaters.