Assoc Engineer, Broadband Technical Support

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. Thats how were UNSTOPPABLE for our employees!

Technical Support Engineers are critical partners and experts in T-Mobile Fiber who our customer service sales teams and executives seek out when they have a question or technical issues they are unable to resolve. This role will support on-site Fiber installs or service appt as needed and support training others. Engaging with customers via email and/or phone support. Troubleshoot with customers and/or training/coaching Tier 1 care in resolving technical issues and creating/updating knowledge articles. Handle executive escalations and NPS callbacks creating and maintaining a positive customer experience in every way. Support process improvements to reduce contact rates of customers. Complete field observations to support process improvement partner alignment and expand Fiber knowledge.

This is a hybrid position required to be working in-office at least 3 days a week. Work week is Sunday - Thursday.

Responsibilities:

• Supports the resolution of customer technical issues. Prioritizes issues based on the greatest potential for customer impact and collaborate with other internal and partner teams through customer calls care escalations NPS survey feedback executive escalations and other
• Supports training programs and documentation for new operations maintenance and troubleshooting procedures for fiber resolution.
• Assists Engineering and Partner teams with the validation and deployment of new markets to ensure smooth launch. Provides expert on-site and remote support
• Complete various training programs to further enhance skills
• Also responsible for other Duties/Projects as assigned by business management as needed.

Qualifications:

• Bachelors degree or 4 years of relevant work experience
• 2 years of engineering or operations experience within the telecommunications industry.
• Experience in wireless networking
• Analytical and problem solving abilities
• Strong verbal and written communication skills
• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): Yes

Base Pay Range: $57500 - $103600

Corporate Bonus Target: 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates actual pay will be based on various factors such as work location qualifications and experience so the actual starting pay will vary within this range.

At T-Mobile employees in regular non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employees eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location T-Mobile our benefits exemplify the spirit of One Team Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases offering medical dental and vision insurance a flexible spending account 401(k) employee stock grants employee stock purchase plan paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave family building benefits back-up care enhanced family support childcare subsidy tuition assistance college coaching short- and long-term disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary long-term care insurance. We dont stop there - eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about T-Mobiles amazing benefits check out.

Never stop growing!
As part of the T-Mobile team you know the Un-carrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

T-Mobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling 1-. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.