Job Description

:Overall, Purpose: The Out of Band (OOB) Help-desk is responsible for providing technical support to end-users. This role involves troubleshooting for OOB Dial lines that apply to EVPN, MRS, MDNS, MIS and AVTS networks. Familiarity with deploying, manage and access to POTS and LTE Modems. Digi Modem/Router using Digi Remote Manager (DRM) and Flexware is a plus. Ensuring timely resolution or further escalation to resolve the issue. The agent will work closely with users to resolve problems, provide guidance, and enhance the overall user experience.Key Roles and Responsibilities:xc2xb7 Take customer calls and provide accurate, satisfactory answers to their queries and concerns. This may include solicitation, inquiries, problem resolution.xc2xb7 Diagnose and resolve technical problems, including system performance issues, application errors, and connectivity problems.xc2xb7 Monitor system performance and alerts, addressing potential issues proactively.xc2xb7 De-escalate situations involving dissatisfied customers by offering assistance and support.xc2xb7 Guide callers through troubleshooting, navigating the company site, or using products or services.xc2xb7 Collaborate with other service center professionals to restore services.xc2xb7 Ability to work, interact, and communicate with internal and external customers.xc2xb7 Maintain accurate records of issues, resolutions, and user interactions in the help-desk ticketing system.xc2xb7 Requires the ability to navigate a computerized data entry system or other relevant applications.xc2xb7 Minor technical troubleshooting experience and understanding.xc2xb7 Must be able to follow directions and work as part of a team.xc2xb7 Data networking knowledge is a plus.xc2xb7 Able to speck Fluid English is MustEducation: High School Diploma or GED preferredExperience:xc2xb7 Typically, 1 year of experience in a help-desk or technical support role.xc2xb7 Strong understanding of computer systems, networks, and software applications.xc2xb7 Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.xc2xb7 Superior organizational skills able to manage multiple priorities simultaneously and execute quickly.Weekly Hours: 40Time Type: RegularLocation: Bangalore, Karnataka, IndiaIt is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

AT&T