Coach, Business Tech Support - Atlanta, GA

Company: T-Mobile USA, Inc.
Location: Atlanta
Posted on: April 6, 2025

Job Description:

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
Business Tech Support Coaches' have demonstrated a level of skill and competency that allows them to achieve the goals of their position through the approach of Customer forward -build customer relationships and foster loyalty. As TFB leaders, they lead a team of approximately 10-14 technical specialists to offer differentiated customer service. They are ambitious, energetic professionals that use their passion for wireless and technology to serve and retain the business both proactively and reactively.

Job Responsibilities:

• Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support, coaching and feedback to representatives. Offer effective positive and constructive feedback to drive results. Minimize call and ticket escalations through effective coaching and oversight. Support and handle escalated technical issues.
• Create and foster a positive, successful, and professional work environment where employees choose to work and achieve their goals. Offer frequent formal and informal recognition.
• Communicate business strategies and results to Technical Care Specialists, empowering them as they resolve customer issues. Provide timely feedback to the management team on customer trends, issues and needs.
• Build solid productive relationships with all levels of leadership and support teams. Facilitate effective and supportive team relationships. Resolve operational and interdepartmental problems quickly.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
  
  Education and Work Experience:
  
  
  • High School Diploma/GED (Required)
  • Bachelor's Degree (Preferred)
  • 2-4 years customer service experience in a Technical environment Preferred
  • 2-4 years experience with leading teams/management Preferred
  • 2-4 years wireless or call center experience preferred Preferred
    
    Knowledge, Skills and Abilities:
    
    
    • Ability to work evenings, weekends, or varied shifts as assigned. This job requires reliable, predictable, and consistent attendance. (Required)
      
      Licenses and Certifications:
      
      
      
      
      

      • At least 18 years of age
      • Legally authorized to work in the United States
      • 
        
      • Travel:
        Travel Required (Yes/No):
        
        DOT Regulated:
        DOT Regulated Position (Yes/No):No
        Safety Sensitive Position (Yes/No):No
        
        
        Base Pay Range: $59,100 - $106,700
        
        Annualized Incentive Target: $12,600
        
        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, click here .
        
        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.

Keywords: T-Mobile USA, Inc., Atlanta , Coach, Business Tech Support - Atlanta, GA, IT / Software / Systems , Atlanta, Georgia