AT&T Sr IT Client Consultant- Client Support Lead; Minneapolis, MN Job Details

The Client Support Lead (CSL) is responsible for overseeing and managing the capture and resolution of production related issues or requests following the solution's operational acceptance. This CSL will support a large enterprise ecommerce solution. The CSL is responsible for managing troubleshooting efforts, changes and client communication for Cases opened against his/her portfolio of Clients. The CSL acts as a client advocate within AT&T to ensure the highest quality of service and rapid response to issues. The CSL works closely with the Client Executive (CX) and Client Technical Lead (CTL) to manage the Client requests to the contractually obligated support level. The CSL is able to identify and execute solutions to complex problems, possesses strong leadership abilities, and maintains a high degree of technical understanding of Client solutions and is able to deftly manage large enterprise solutions.



Responsibilities:

• Respond to inbound phone and email requests
  
  


• Facilitate troubleshooting sessions
  
  


• Provide regular status updates to Clients through phone, email, reporting and case activities
  
  


• Accurately convey complex technical concepts
  
  


• Open cases for newly reported issues
  
  


• Monitor for all cases opened against assigned Clients regardless of source
  
  


• Provide validation, verification and triage of cases
  
  


• Ensure accurate and timely assignment of cases
  
  


• Ensure accurate and regular updates to cases
  
  


• Submit change requests
  
  


• Ensure timely approval and execution of changes
  
  


• Provide follow up status reporting for changes
  
  


• Maintain customer interaction documentation and instructions
  
  


• Maintain accurate verification plan
  
  


• Maintain accurate contacts within AT&T systems
  
  


• Assist CTL in review and maintenance of the troubleshooting guides
  
  


• Provide on call support for issues escalated from the other AT&T support teams
  
  


• Manage AT&T actions within SLA requirements
  
  


• Provide regular standardized production issue status reporting

• 4 years experience in IT account management, support or project management


• 4 years experience working in ecommerce field


• Working knowledge of ITIL principles & history of developing, deploying, and enforcing ITIL based policies and procedures.


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  Ecommerce experience. History of having supported an ecommerce solution (retail related is a plus).

  
  
  
  


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  Service desk experience. History of having worked on T1 or T2 service desk. Able to multi-task in a very dynamic setting. Comfortable in a setting with developing yet immature structure.

  
  

  
  
  
  


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  Working knowledge of typical enterprise class desktop applications including MS-Office.
  
  


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  Working knowledge of typical enterprise ticketing systems such as Remedy, Service Now, HP Service Desk.
  
  


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  Experience developing and designing policy, processes and procedures
  
  


• Experience with large enterprise retail operations environments


• Experience handling customer or client escalations


• IT/Technology Project Management experience


• Project Management experience within a cross- organizational ecommerce environment


• Strong organization and time management skills


• Strong customer relationship skills


• Strong problem solving skills


• MS Office proficiency


• HTML and light programming/scripting skills

• BS degree in IT or business related discipline


• ITIL support management experience preferred