Enterprise Field Support Specialist

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Job Overview
The Government Field Support Specialist is a multifaceted and crucial role, combining technical foresight, relationship-building prowess, and customer service perfection. The ideal candidate will provide comprehensive on-site support at the City of New York offices to government-level customers, ensuring they meet their technical and business needs with the highest efficiency and professionalism. This role is ideal for a proactive and adaptable individual who excels in fast-paced environments and is committed to fostering positive customer experiences. This position requires a strategic approach, exceptional problem-solving skills, and technical support knowledge.

Job Responsibilities:

• Main Point of Contact for Enterprise Customers at their Location (On-Site)
• Build and maintain strong, lasting relationships with key partners and decision-makers within customer organizations
• Actively listen to customer needs and provide tailored solutions, demonstrating strategic questioning and problem-solving skills
• Lead and prioritize numerous tasks and responsibilities, maintaining a high level of organization and attention to detail.
• Demonstrate executive maturity and business acumen in all customer interactions, ensuring a professional and positive representation of the company.
• Collaborate with internal teams and departments to advocate for customer needs and contribute to the continuous improvement of products and services.
• Take full accountability for customer satisfaction, proactively seeing opportunities for service enhancement.
• Maintain and be responsible for company assets, ensuring they are applied successfully and securely
• Supervise and analyze performance metrics, including trends and best practices
• Technical Troubleshooting and Issue Resolution
• Provide technical support and troubleshooting assistance, applying expertise in relevant technologies and products
• Ensure technical issues and inquiries are addressed promptly and effectively
• Participate in professional development opportunities to know the latest with industry trends and standard processes.

Education:

• High School Diploma/GED (Required)

Work Experience:

• 2-4 years Customer Service or customer facing sales experience (Required)
• Less than 2 years Technical Support (Preferred)
• Less than 2 years Prior call center experience (Preferred)
• Less than 2 years Project management (Preferred)

Knowledge, Skills and Abilities:

• Customer Service (Required)
• Account Management Experience in order processing, troubleshooting and service ticket management (Required)
• Understanding of the enterprise’s products or services and the overall cellular industry including the ability to understand sophisticated technical issues (Required)
• Good interpersonal skills including verbal and non-verbal communication with the ability to engage optimally with various levels of stakeholders (Required)
• Interpersonal Effectiveness Ability to thrive in a lively working environment and multi-task. Self-starter with independent ability to meet strong deadlines with detail and effectiveness (Required)
• Partnership Work closely with Sales team, assigned Care teams as well as the customer to ensure account health. Share knowledge and standard processes among support teams (Required)
• Stay updated on the newest technologies and trends. Adapt to evolving customer needs and industry changes (Required)
• T-Mobile Tools & System Knowledge Maintain up to date knowledge and awareness of all current departmental policies and procedures. Completes training requirements to stay ahead of on existing and new systems and products, to grow skills, and to maintain proficiency on what we value and interpersonal requirements. (Required)
• Critical Thinking with strong problem-solving and analytical skills (Required)
• Problem Solving Ability to fully understand and resolve a variety of problems quickly and effectively (Required)
• MS Office Suite (Required)
• Reporting & Analysis Proficiency in using Customer Relationship Management tools to lead interactions, track issues and capture insights (Required)
• Project Management (Preferred)

Licenses and Certifications:

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

Travel:
Travel Required (Yes/No):No

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

Base Pay Range: $24.63 - $44.42

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

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 12 paid 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 also 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!
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

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.