Job Description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! Job OverviewThis role supports organizational success by ensuring a high-quality customer experience for strategic business customers. It manages technical issues by directing team efforts and resolving service challenges promptly. The role differentiates itself through collaboration with cross-functional teams to deliver effective business solutions. Success is measured by customer satisfaction, issue resolution efficiency, and operational improvements. The work directly impacts customer retention and the overall quality of service delivery within the organization. Job Responsibilities:Monitor and manage progress toward resolution of customer technical issues to maintain service continuityAnalyze process flows and tool applications to identify and implement improvements enhancing customer experienceCoordinate resources to resolve sensitive or chronic technical problems, minimizing escalationsProvide timely feedback to management on customer trends, issues, and needs to support decision-makingAlso responsible for other duties/projects as assigned by business management as needed