Technical Resolution Manager

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 Overview

Technical Resolution Managers provide an advanced layer of support for the Business Technical Support (BTS) organization. They address escalated technical issues to provide resolution to complex problems for all TFB segments supported within the BTS organization. Solutions are realized by leveraging relationships with internal network engineering and account teams. The Technical Resolution Manager owns and resolves escalated customer concerns and utilizes advanced technical capabilities and systems and tools knowledge to ensure rapid solutions that engender strong customer relationships. Resolutions are achieved through collaborative partnerships with Engineering, Network, RF, and product owners, etc. The Technical Resolution Manager ensures operational readiness for non-standard / complex solution delivery and provides support by validating the solution, provide consultation of the design of the solution and ensure a smooth transition to production support model.

Technical Resolution Managers have a demonstrated level of skill and competency that allows them to achieve the goals of their position through the approach of Customer forward-building customer relationships and fostering loyalty. They are ambitious, energetic professionals that use their passion for wireless and technology to serve and retain business.

Job Responsibilities :

• Provides Post-Sales Technical Support for Strategic, Enterprise, Government and Federal Accounts
• Engineering technical support to the TFB teams while deftly resolving concerns
• Technical Escalations - customer follow up and closure
• Ensure support structure for customer solutions and target SLAs prior to contract execution
• Troubleshooting - Technical voice, data, software solutions, and product support
• Resolves customer concerns that extend beyond the normal channels
• Root cause analysis reporting as needed
• Coordinates group triage efforts with fix agencies, account team members associated to identified customers, and other SMEs as needed to support a resolution effort for the customer, including but not limited to joint conference calls, chat, and email communication
• Works in a fast-paced, high-intensity environment to deliver results for customers
• De-escalation skills are critical
• Executive presence
• Business Acumen is heavily leveraged
• Prioritization and time management skills are critical to success
• Supports workstreams from all lines of the business while managing workload and updating stakeholders consistently
• Completes training requirements to stay current on existing and new systems, products, and solutions to maintain proficiency on company values and organizational requirements

Education and Work Experience :

Knowledge, Skills and Abilities :

Licenses and Certifications :

Travel :

Travel Required (Yes / No) : No

DOT Regulated :

DOT Regulated Position (Yes / No) : No

Safety Sensitive Position (Yes / No) : No

Base Pay Range : $56,200 - $101,300

Corporate Bonus Target : 10%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's 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 employee's 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, ¶dox=1

At 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 don't 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-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're 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 ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. 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.