Technical Care Specialist - Full-time / Part-time

As America's Un-carrier, T-Mobile US, Inc. (NYSE: 'TMUS') is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 43 million wireless subscribers and provides products and services through 70,000 points of distribution.

The Technical Care Specialist receives network and device related troubleshooting calls directly from customers, other T-Mobile departments, and third party partners. These calls require Technical Care Specialists to troubleshoot and resolve customer reported issues. They resolve product or service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. This position requires strong multi-tasking skills and system navigation skills through use of multiple computer systems. They will file trouble tickets accordingly in collaboration with our Engineering team. Requires excellence in courtesy and concern, in addition to one call resolution, to create world class customer experiences.

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.*Subject matter expert on all T-Mobile network, device, feature, service issues, systems and tools.*Builds customer loyalty through timely and effective one call resolution.*Uses resource documentation for reference and troubleshooting device and network problems. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. Meets department productivity and quality standards.*Demonstrates positive and cooperative behavior with customers and coworkers.*Completes training requirements to stay current on existing and new systems and products, to grow skills,and to maintain proficiency on company values and organizational requirements. Authors T-Community solutions for knowledge and identifies procedural gaps.*Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance.

*One year experience in a customer service position.*Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems.*Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook.*High School Diploma/GED.