Customer Services Support Specialist Brno

Customer Services Support Specialist

As the Customer Services Support Specialist you will serve as the customer advocate within the maintenance process.
You will demonstrate ownership and accountability for all maintenance processes (including but not limited to Trouble Management and Resolution, Communication, Project Management, Corporate Strategies Support and Business Directions, Performance Reports and Data Analysis, Billing) on behalf of the customer.
You will work closely with systems teams to improve processes and automated systems and cross organizational boundaries and overcomes traditional hierarchical structures by commanding and committing AT&T resources to respond to and resolve any and all customer issues.
Your main responsibilities as the Customer Services Support Specialist:
- Act as the pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction.
- Serve at the point of intake on a 24 x 7 basis and is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.
- Use online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items.
- Analyze of performance data drives the actionable items to support customer need.
- Being responsible for bringing resolution to issues, engaging other departments and being champion for status reports back to customer and leadership.
- Use various systems to troubleshoot problems and determines possible resolution.
- Promote use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues.
- Educate customer on use of servicing tools.
- May provide input to Sales to assist with request for proposal development or presentation support.
- Analyze customer current products usage and anticipate future service needs.
- Develop and maintain customer specific service guides that provides the customer and AT&T a guide to doing business together.
- On a limited basis, may develop and implement comprehensive program to minimize churn; provide rate plan analysis and recommendations based upon customer request.
- Partner with billing group to manage resolution of billing disputes, issue adjustments and accounts receivable associated with errors.
- Develop and manage service action plans to correct recurring or longstanding service issues
**Requirements**:
- Customer care/service management experience 3-5 years
- Deliver customer-focused results
- A logical mind-set and a passion for problem solving
- Knowledge of AT&T Business Products
- Knowledge of AT&T Systems
- Experience with Office support tools
- Very good level of spoken and written English
- Ability to work in US office hours, with after-hours standby duty
Location: Brno, Czech Republic OR Bratislava OR Kosice, Slovakia
Working Hours: US shifts (approx. 2,30pm-11,00pm CET)
Contract: Permanent
Workplace designation: Flex worker
Salary for Slovakia: from 1 880€ brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.

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