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India

Technical Service/Billing Relationship Manager

Location:

Bangalore, India

Ref #:

153822

Date published:

29-Oct-2018
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The Technical Service (TSM) & Billing Relationship Manager (BRM) is a dual function role that ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, and that AT&T receives prompt payment for the services delivered. As a hybrid role the successful candidate will get the opportunity to work within both our Service management and Billing environments, an exciting role with great scope for learning and development.

Roles and Responsibilities:

The TSM has overall ownership of the customer service experience and builds relationships of trust and integrity by demonstrating a comprehensive understanding both customers’ business requirements and the AT&T products and services that are used to support these requirements.
The TSM aspect of the role is as a technical lead with a thorough working knowledge of the customer environment and takes the lead in driving/resolving major incidents, building and maintaining relationships within AT&T work centres and other service provider groups to ensure that timely and effective customer outcomes are achieved.
The BRM has overall ownership of the customer billing experience and builds relationships of trust and integrity by demonstrating a comprehensive understanding of AT&T’s billing methodology, contractual charges and the customers’ obligations related to paying for the services delivered.
The BRM primary responsibility is to ensure that AT&T presents correct and payable invoices to the customer through careful analysis of prebilling data and then manages any disputes related to the customer invoices, ensuring AT&T receives prompt payment for the services rendered.

For TSM key deliverables include:
• Point of client escalation for major incidents and delivery issues.
• Point of internal escalation and enquiry for technical matters.
• Supporting across assurance (incident, problem, PIR), delivery (MACD) and billing.
• All AT&T products and services including NI and 3rd party.
• Participation and leadership on client major incident calls.
• Contribute to client facing reports.
• Analysis and recommendations based on available data/reports, including capacity management, release management, site resiliency- Creating and managing service improvement plans.
• Maintaining customer specific service guides.
• Participation in regular monthly/quarterly governance calls/meetings

For BRM key deliverables include:
• Validate the draft E-File each month and verify the billing to contract (time critical)
• Load final version of E-file to Business direct (time critical)
• Manage the incoming invoice disputes into IBS
• Track open invoice disputes
• Point of client escalation for invoice disputes outside of SLA timelines
• Point of internal escalation and enquiry for billing relates issues
• Working with the Global Billing Resolution Team (GBRT) to ensure billing errors are resolved in a prompt and timely manner
• Working with the Credit & Collections teams to ensure that invoices are paid promptly, and customer payments or credits are allocated correctly.
• Validate Foreign Exchange rates used to convert currencies for invoice
• Validate 3PT invoices
• Participation in regular customer or internal conference calls as necessary

Key Competencies and Skills:

• Ability to work under pressure and when required outside business hours (on-call rotation).
• Sufficient seniority to interact at senior levels within an organization.
• Ability to work in isolation and on own initiative in highly pressured situations.
• Proactive approach to avoid issues and risks.
• Good understanding of the AT&T Business portfolio and technology.
• Very good interpersonal skills: empathy; respectfulness; ability to lead corrective action teams; persuasive and diplomatic.
• Ability to multitask in a complex environment and deliver to timescales.
• Pragmatic, lateral thinking and problem-solving skills.
• Analytical and resourceful.
• Understanding of geographical and cultural, human and business differences

Education and Qualifications:

• Advanced MS Excel skills
• Advanced Power BI skills
- CCNP preferred

Additional Information:

• At least 4 years’ experience in a global network service role, of which at least 2 years with a customer facing-role.
• Familiar with financial terminology, contracts, invoicing, Service Level Agreements is an advantage.