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Technical Account Manager- Federal/ SLED

T-Mobile

T-Mobile

IT, Sales & Business Development
Frisco, TX, USA
Posted on Wednesday, July 3, 2024

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
Contribute to T-Mobile success by ensuring an outstanding Customer Experience. Utilizes expertise and leadership skills to direct team members and to resolve issues to ensure requirements are met. Communicates with end-users to provide timely and accurate information and status updates. Help streamline operations when customers have service impacting challenges that need specialized support to enhance the overall customer experience for assigned strategic business customers. Collaborates effectively with cross-functional business and technology development teams to solve problems and ensure customers have the best business solutions.

Job Responsibilities:

  • Monitor progress toward resolution of customer problems. Initiates measures to maintain progress toward resolution of impairment/outages such as ticket tracking, resource assignment, escalations, engaging higher tier engineers and scheduling meetings/conference calls if required. Review reporting data to identify performance trends and opportunities. Facilitate quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support.
  • Analyze process flow and application of tools to identify and implement improvements that promote a painless customer experience.
  • Ability to effectively acquire the right resources to apply toward resolution of sensitive or chronic troubles. Minimize and contain escalations by demonstrating helpful customer interactions and follow-up skills.
  • Provide timely feedback to the management team on customer trends, issues and needs.

Education:

  • High School Diploma/GED (Required)

Work Experience:

  • 2-4 years Managing Technical Porjects ()
  • Less than 2 years Reporting Experience ()

Knowledge, Skills and Abilities:

  • Business Planning Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)
  • Task Management Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required)
  • Product Knowledge Solid understanding of customer technologies and all Sprint products and services in order to understand and meet customer requirements. Extensive knowledge of T-Mobile products and services for effective customer management. (Required)
  • Root Cause Analysis Ability to interpret service performance for root cause analysis and corrective action. (Required)
  • Business Strategy Knowledge of wireless and wireline business preferred (Preferred)
  • Communication Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive.. (Required)
  • MS Office Suite Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
  • Presentations Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required)

• At least 18 years of age
• Legally authorized to work in the United States

T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to paid 12 holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short and long term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.

We don't stop there- eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

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.

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.