About this role
About the Role Valce Talent Solutions seeks a Network & Customer Engagement Specialist to advocate for customers with AT&T, manage escalations, analyze trends, and coordinate cross-functional teams to deliver a superior mobility service experience. What You'll Do
- Advocating within AT&T on behalf of the customer to ensure a seamless and effortless customer experience.
- Manage escalation within AT&T for unresolved issues through to resolution.
- Analyze trends, diagnose root causes, and make recommendations aligned with key business opportunities. Create actionable Customer Engagement Plan ("SERVE") for operational improvements.
- Work with the customer to resolve all mobility service issues.
- Act as the liaison between customer and AT&T cross-functional organizations to ensure a positive customer experience. What We're Looking For
- Minimum four (4+) years of experience and knowledge in networking: LAN/WAN/WLAN/DHCP/DNS
- Excellent network troubleshooting skills
- Ability to use multiple Incident Management Systems
- Knowledge of MS Office
- Team player with a positive attitude
- Highly motivated, proactive, requires minimal supervision and ability to handle critical situations
- Ability to work under pressure for extended periods
- Needs to be organized and able to multi-task Nice to Have
- Excellent communication skills (verbal and written English)
- CCNA (R&S) certification desired but not required