Specialist, Cloud Support Eng
The SETC (Solutions Engineering Tech & Cloud) team provides support directly to TFB Sales, Engineers and Customers (Helpdesk to Helpdesk) through reporting (Network Coverage Analysis, Microsoft Analytics, Dialpad Analytics, Security Scores) and Deployment/Ongoing Support for much of the TFB Value Added Services portfolio (Dialpad, Microsoft Google, VMWare, etc). The different levels allow for a team member to focus on simple to complex solutions/deployment depending upon the team members level of experience and technical expertise. The team is located in the Englewood, CO office. Travel for members of the team would be limited to customer on site visits (Exception only) and training for certifications required for TFB to maintain partner status (Microsoft/VMWare).
The Specialist will serve as the first line of service for all internal and external customers, and will be responsible for managing inbound calls, emails, chats, and tickets as a primary job function. They will work to resolve technical issues per defined process and escalate issues as needed to ensure a positive customer experience. They will also be responsible for creating Network Assessments for sales teams, solution engineers and customers. ASSE will also be responsible for assisting in ongoing customer management and lifecycle for all SETC supported products. Will serve as the face of SETC and will support our culture and brand to all those who those who work with us by maintaining a high-level of professionalism and an intense focus on the customer experience.
What you'll do in your role.
Customer Support
*Receive inbound calls from Sales, SEs and customers
*Break-Fix - 1st Line of resolution 30%
Presales Consultation / Deployment / Enablement / Network Assessment
*Simple, single solution deployments
*Work directly with internal and external customers to provide presales consultancy on deployment of services
*Product internal/external documentation leveraging defined network tools for network coverage analysis
*Network Assessments 35%
Ensure that appropriate customer documentation is completed, and complete other duties as assigned by customer/leadership. 25%
Project Support
*Partner with team members or work independently
5%
Training/Certification
*Maintain technical acumen tied to deployed solutions
Complete necessary training tied to the release/update of network tools 10%
Also responsible for other Duties/Projects as assigned by business management as needed.
The experience you'll bring.
High School Diploma/GED
Bachelors Degree
Microsoft Office
Communication Verbal/Written communication.
Problem Solving Critical thinking/problem solving.
Technical Support
Network Support
One relevant technical certification (Cradlepoint, Meraki, Fortinet, Microsoft, VMWare, Cisco, SDWAN, Security).
The starting pay range for a candidate selected for this position who is based in Colorado is generally within the range of $14 to $24 per hour. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below this range.
Employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of an employee's eligible earnings in the prior year.
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 192129BR
Department: Business Sales
Travel Required: No
