About Company
AT&T is a global leader in telecommunications, media, and technology, committed to connecting people to their world and providing innovative solutions that enhance daily life and business operations. With a rich history of pioneering communication, we are at the forefront of digital transformation, delivering unparalleled network capabilities and customer experiences. Our commitment extends beyond our services; we are dedicated to fostering a diverse and inclusive workplace where talent thrives, and every individual is empowered to make a significant impact. Join a company that is shaping the future of connectivity, driven by integrity, customer focus, and a passion for excellence.
Job Description
Are you a highly articulate communicator with a passion for helping others? Do you thrive in a fast-paced environment and excel at problem-solving, all from the comfort of your own home? AT&T is immediately hiring enthusiastic and dedicated individuals to join our remote chat support team, based in Middlesbrough, England. This is an incredible opportunity to launch or advance your career with a global telecommunications giant, providing essential support to our valued customers.
As a Remote Chat Support Specialist, you will be the first point of contact for our customers, offering swift, accurate, and friendly assistance through live chat. Your primary mission will be to resolve inquiries, troubleshoot technical issues, and provide comprehensive information about AT&T’s products and services. We are looking for individuals who can listen actively (even in text!), empathize with customer needs, and provide clear, concise solutions that leave a lasting positive impression. This role is perfect for those who are self-motivated, technically savvy, and committed to delivering exceptional customer satisfaction.
We understand the importance of a supportive work environment, especially when working remotely. You’ll be part of a dynamic, collaborative team that values teamwork and continuous learning. AT&T provides extensive training to ensure you are fully equipped with the knowledge and tools needed to succeed. If you are eager to contribute to a leading brand and make a tangible difference in customer’s lives, all while enjoying the flexibility of remote work, then we encourage you to apply. This is an immediate hiring need, meaning successful candidates will go through a streamlined process and can expect to start their journey with AT&T very soon. Seize this chance to grow professionally within a company that invests in its people and embraces innovation.
Key Responsibilities
- Engage with customers via live chat to address inquiries, provide support, and resolve issues efficiently and accurately.
- Diagnose and troubleshoot technical problems related to AT&T products and services, guiding customers through solutions.
- Provide comprehensive information on service features, billing, account management, and promotions.
- Maintain high levels of customer satisfaction through professional, courteous, and empathetic interactions.
- Document all customer interactions and resolutions thoroughly and accurately in the customer relationship management (CRM) system.
- Identify opportunities to upsell or cross-sell products and services when appropriate, based on customer needs.
- Escalate complex issues to the appropriate internal teams for advanced resolution.
- Stay current with product knowledge, service updates, and company policies to ensure accurate information delivery.
- Adhere to AT&T's service standards and performance metrics, including response times and resolution rates.
Required Skills
- Exceptional written communication skills, with perfect grammar and spelling.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Proven ability to multitask and manage multiple chat conversations simultaneously.
- High level of empathy and a customer-centric mindset.
- Proficiency in using computer systems and navigating various software applications.
- Reliable internet connection and a dedicated, quiet home workspace.
- Ability to work independently and maintain high productivity in a remote setting.
Preferred Qualifications
- Previous experience in a customer service or call centre environment, particularly chat support.
- Familiarity with telecommunications products and services.
- Experience with CRM software and ticketing systems.
- A passion for technology and continuous learning.
Perks & Benefits
- Competitive annual salary.
- Comprehensive paid training program.
- Generous holiday allowance.
- Opportunities for career advancement and professional development.
- Employee discount programs on AT&T services (where applicable).
- Supportive team environment and regular virtual team-building activities.
- The flexibility and convenience of working from home.
How to Apply
Eager to join AT&T’s team? Click on the application link below to submit your resume and cover letter. We are looking to fill this position immediately, so don’t delay!