About Company
AT&T is a diversified, global leader in telecommunications, media, and technology. For over a century, AT&T has been connecting people and businesses, innovating to bring the world closer together. We are at the forefront of delivering cutting-edge solutions, including 5G, fiber internet, and advanced business services, powering the next generation of connectivity. Our commitment extends beyond technology; we are dedicated to fostering an inclusive culture, giving back to our communities, and prioritizing customer satisfaction. Join AT&T and be part of a team that is shaping the future of communication and entertainment, impacting millions of lives every day.
Job Description
Are you a troubleshooting wizard with a passion for helping others navigate the complexities of technology? Do you thrive in a remote environment, connecting with customers and solving problems from anywhere? AT&T, a global leader in telecommunications and technology, is seeking a highly skilled and customer-focused Technical Support Engineer for our Remote Channel operations in Saraland, Alabama. In this pivotal role, you will be the frontline expert, delivering exceptional technical assistance to our diverse customer base, ensuring their AT&T products and services run seamlessly.
As a Remote Channel Technical Support Engineer, you will be instrumental in diagnosing, analyzing, and resolving a wide array of technical issues across AT&T’s innovative suite of services, including high-speed internet, digital voice, video platforms, and mobile connectivity. Your expertise will be crucial in guiding customers through complex technical challenges, utilizing state-of-the-art remote diagnostic tools and your deep understanding of networking protocols, operating systems, and application functionality. This isn’t just about fixing problems; it’s about empowering our customers, providing clear, concise, and patient explanations, and ensuring a positive and memorable support experience.
You will manage a queue of support requests from various remote channels, demonstrating your ability to prioritize, multitask, and communicate effectively under pressure. Every interaction is an opportunity to showcase your problem-solving prowess, transforming frustration into satisfaction. Collaboration is key, and you will frequently interface with specialized Tier 2/3 support teams, network operations, and engineering departments to escalate and resolve issues that require deeper investigation. Your meticulous documentation of troubleshooting steps and solutions will contribute to our robust knowledge base, enhancing efficiency for your colleagues and facilitating faster resolutions for future customer inquiries.
AT&T is committed to fostering a supportive and dynamic work environment, even in a remote setting. We provide comprehensive training, cutting-edge tools, and continuous professional development opportunities to ensure you remain at the forefront of technological advancements. If you are a self-starter, possess an unyielding commitment to customer success, and are eager to make a tangible impact from the comfort of your home office, we invite you to connect with us and help shape the future of connectivity.
Key Responsibilities
- Provide advanced technical support and troubleshooting for AT&T products and services (internet, voice, video, mobile, enterprise solutions) to remote customers and partners.
- Diagnose and resolve complex technical issues related to network connectivity, software configuration, hardware malfunctions, and system performance through various remote channels (phone, chat, email, ticketing system).
- Utilize remote access tools and diagnostic software to identify root causes and implement effective solutions efficiently.
- Escalate unresolved issues to appropriate internal teams (e.g., Tier 2/3 support, engineering, development) with detailed problem descriptions and troubleshooting steps.
- Document all customer interactions, technical details, troubleshooting steps, and resolutions accurately in the CRM and ticketing systems.
- Educate customers on product features, best practices, and self-service options to enhance their overall experience.
- Contribute to the development and maintenance of knowledge base articles, FAQs, and internal documentation.
- Participate in continuous learning and training to stay current with AT&T's evolving product portfolio and technologies.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction.
Required Skills
- Proven experience in a technical support role, preferably in a remote or call center environment.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi), operating systems (Windows, macOS, Linux), and mobile platforms (iOS, Android).
- Proficiency with remote troubleshooting tools and diagnostic software.
- Excellent verbal and written communication skills, with the ability to explain complex technical issues clearly to non-technical users.
- Exceptional problem-solving and analytical abilities with a methodical approach to issue resolution.
- Customer-focused mindset with a strong commitment to providing high-quality support.
- Ability to work independently and manage multiple priorities in a fast-paced, remote setting.
- Familiarity with CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Industry certifications such as CompTIA A+, Network+, CCNA, ITIL Foundation.
- Experience with specific AT&T products or services (e.g., Fiber, Business Solutions, specific enterprise platforms).
- Previous experience working from home or in a fully remote capacity.
- Fluency in a second language (e.g., Spanish).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Tuition reimbursement and professional development opportunities.
- AT&T product and service discounts.
- Employee assistance program (EAP).
- Flexible remote work environment and home office support.
How to Apply
Ready to connect with a global leader? Click the application link below to apply directly on the AT&T careers portal. Please ensure your resume highlights your relevant experience in technical support and remote troubleshooting. We look forward to reviewing your application!