Service Manager - L2

About the Role

This intermediate-level position supports AT&T's most complex and strategic customers by ensuring business services are available to end users without interruption. The Service Manager creates deeper customer relationships, owns the customer service experience, and partners with service management, sales, and service delivery teams.

Responsibilities

• Receive and process client reports via maintenance ticketing systems (BMP, AOTS, WFA/C) and handle alarmed conditions, including diagnosis, troubleshooting, and service restoration.
• Drive resolution of routine and complex issues across environments, collaborating with technical liaisons to keep clients informed of progress and timelines.
• Serve as the primary point of intake for customer issues on a 24/7 basis, with authority to escalate as needed to resolve complaints expediently.
• Extract, analyze, and customize data for stewardship reports using online tools and MS Office (e.g., Excel).
• Troubleshoot problems using various systems to determine resolutions.
• Promote online servicing tools to customers as an alternative for issue resolution.
• Provide input to Sales for request-for-proposal development or presentation support.
• Develop and maintain customer-specific service guides to streamline business interactions.
• Create and manage service action plans to address recurring or longstanding service issues.

Requirements

• 3-5 years of experience in a technical professional role.
• Subject matter expertise within a discipline and a sound understanding of AT&T technologies.
• Proficiency in Order Management (Comms).
• Exceptional written and verbal communication skills, with a strong focus on customer interactions.

Skills

• Mastery of MS Office tools (e.g., Excel) and database tools.
• Experience with online data extraction, analysis, and reporting tools.
• Strong troubleshooting and problem-resolution abilities.

Pay

Expected annual pay for this role ranges from $40/hr to $42/hr.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (including sick leave).
• Other paid and unpaid leave options.