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Job Title: CS Ops Associate Specialist

Company Name: AT&T
Location: Atlanta, GA
Profession: Help Desk

Job Description:

CS Ops Associate Specialist



  • Location: Atlanta, GA


Position Description

The Product Management Center (PMC) serves as the New Product Incubator and advanced Data Support department for AT&T Mobility. The PMC is responsible for moderately to highly complex analytical and technical support tasks and activities for beta, new and existing products.

The Product Analyst III position is responsible for:
• Directly interfacing with the AT&T business and consumer customer base via telecom system.
• Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE/UMTS/SMS/MMS devices including but not limited to PC Wireless Cards, Windows Mobile devices, RIM devices and GSM/UMTS handsets.
• Diagnosing and providing a path to resolving GSM/UMTS voice issues.
• Interfacing with local team management and internal and external partners.
• Multitasking through multiple systems while troubleshooting with customers.
• Accurately tracking all interactions via web interface.
• Achieving minimum call quality scores and center metrics including average handle time and customer availability as well as schedule adherence and conformance.

Required Qualifications:

Technical Associate Degree and/or 2-3 years related experience in one or more of the following fields:
• Network
• Information Technology/Help Desk
• Wireless voice/data technical support

Applicant must have skill-set in one or more of the following:
• Basic knowledge with commercial internet connectivity and security
• Basic knowledge of e-mail protocol including but not limited to POP3, IMAP4, HTTP, Exchange, Lotus Domino
• Understanding various PDA operating systems including RIM, Symbian, Pocket PC and SmartPhone
• Basic knowledge of Windows based laptops and supported peripherals

Ability to work a flexible schedule, including nights and weekends

Preferred Qualifications Familiar with Windows and Java based applications

Strong organizational skills


Position Qualifications

Preferred Qualifications Strong analytical skills

Must act independently and be self motivated

Excellent customer service Skills!

Strong communication skills, both oral and written

Excellent interpersonal skills

Strong multitasking skills

Ability to work in dynamic situations

AT&T is an affirmative action/equal opportunity employer and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V



Requisition Number: 187147


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