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Technical Support


Sao Paulo, Brazil

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"Tier 1 support for AT&T Wi-Fi Connectlink customers and end users. Basic equipment/device troubleshooting with end users and customer education signing into the splash pages. Opening tickets for each call and when necessary escalating to Tier 2. Also will be Standard Universal Agent support who is responsible for handling trouble tickets for business customers local and long distance phone services. Essentially, UA agents act as a liaison to document customer issues and route the ticket to the appropriate work group who can isolate and resolve the customer issue.

Roles and Responsibilities:

Responsible for troubleshooting end user devices to connect to AT&T Wi-Fi hotspots. Includes providing an excellent customer experience and resolving their issue the first time. SUA support will be to create trouble tickets for new customer issues, provide status updates on existing tickets, escalate existing tickets, and transfer misrouted customers to the appropriate work center for BVOIP, LNS, GCSC, and ADI services.

Key Competencies and Skills:

"Customer Service skills
Basic technical knowledge of Wi-Fi, internet, and basic technical terminology"

Education and Qualifications:

High School Diploma and any additional technical training or experience is desired

Additional Information:

Must speak English. Spanish is a plus