About Company
AT&T is a global leader in telecommunications, media, and technology. For over a century, we’ve been connecting people and businesses with innovative solutions and world-class service. Our commitment to pioneering communication extends worldwide, driving progress and enabling possibilities across diverse communities. We are a company built on a foundation of integrity, innovation, and a passion for customer satisfaction. Join our dynamic team and be part of a company that is shaping the future of connectivity, working alongside dedicated professionals who are passionate about delivering exceptional experiences to our global customer base.
Job Description
Are you a problem-solver with a passion for technology and helping people? AT&T is seeking dedicated and empathetic individuals to join our Technical Support team, working remotely from the comfort of your home office in Luton, England. In this vital role, you will be the first point of contact for our customers, providing expert technical assistance and ensuring their AT&T experience is seamless and satisfying. This is an exceptional opportunity to contribute to a global brand, offering critical support for a range of services from internet connectivity to device troubleshooting, all while enjoying the flexibility of a remote work model.
We are looking for individuals who possess a strong technical aptitude, excellent communication skills, and an unwavering commitment to customer service. You will diagnose and resolve complex technical issues, guide customers through solutions, and educate them on product features, all through a professional and friendly approach. A successful candidate will be self-motivated, organized, and thrive in a fast-paced environment where every interaction is an opportunity to make a positive impact. While you will be working independently, you’ll be part of a supportive virtual team, with access to comprehensive training and continuous development opportunities to ensure your success. This role is perfect for someone looking to build a career in technology support with a company that values its employees and customers alike. Be ready to immerse yourself in our product ecosystem and become an expert in delivering world-class technical support.
Key Responsibilities
- Provide first-class technical support to AT&T customers via phone, chat, and email, addressing a wide range of inquiries and issues.
- Diagnose and troubleshoot technical problems related to internet services, mobile devices, hardware, software, and other AT&T products.
- Guide customers through step-by-step solutions, ensuring clear understanding and successful resolution.
- Educate customers on product features, services, and self-help options to enhance their overall experience.
- Accurately document all customer interactions and technical resolutions in our CRM system.
- Escalate complex or unresolved issues to higher-tier support teams when necessary, ensuring smooth transitions.
- Maintain a high level of customer satisfaction through professional, empathetic, and efficient service delivery.
- Participate in ongoing training and development programs to stay updated on AT&T products, services, and support tools.
- Adhere to company policies, procedures, and service level agreements (SLAs) in a remote work environment.
- Maintain a secure and reliable home office setup conducive to remote work, including stable internet connectivity and a quiet workspace.
Required Skills
- Minimum of 1 year of experience in a technical support or customer service role, preferably in a remote setting.
- Strong technical aptitude and ability to quickly learn new technologies and systems.
- Excellent verbal and written communication skills with a clear, calm, and empathetic approach.
- Proficiency in troubleshooting internet connectivity, Wi-Fi networks, and common operating systems (Windows, macOS).
- Solid understanding of mobile device functionalities and basic smartphone troubleshooting.
- Ability to work independently and manage time effectively in a work-from-home environment.
- Proven problem-solving skills with a logical and analytical approach to complex issues.
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a technology-related field.
- Certifications such as CompTIA A+, Network+, or similar.
- Prior experience with CRM software and remote diagnostic tools.
- Familiarity with AT&T products and services.
- Experience working in the telecommunications industry.
Perks & Benefits
- Competitive annual salary.
- Comprehensive health and wellness benefits package (details provided upon offer).
- Generous paid time off and holiday schedule.
- Flexible work-from-home setup, saving commuting time and costs.
- Ongoing training and professional development opportunities.
- Access to cutting-edge technology and support tools.
- Opportunities for career advancement within a global company.
- Supportive and collaborative virtual team environment.
- Employee discounts on AT&T services (where applicable).
How to Apply
If you are ready to embark on a rewarding career with AT&T and make a difference from your home in Luton, we encourage you to apply. Please click on the application link below to visit our careers page. Search for ‘Technical Support’ or ‘Customer Service’ roles and filter by ‘Remote’ or ‘Work From Home’ to find this exciting opportunity.