In-Store Wireless Support Specialist

DSI Systems, Inc.; Colchester (VT); On-site; USD 63,326,000 - 85,676,000; Full time

Benefits offered by this job

Competitive pay

Training program

Team environment

Career growth

Insurance from day 1

401k with match

Paid vacation and sick days

Profit sharing

AT&T discount

Job summary

DSI Systems, Inc. seeks a Retail Support Specialist to deliver frontline support to AT&T customers in national retail environments. You will resolve billing, account, device, and service concerns, troubleshoot devices, and partner with store leadership to ensure excellent customer experiences.

The role requires strong communication, resilience, and the ability to navigate multiple systems in a fast-paced setting. Flexible scheduling, including evenings and weekends, is expected.

Qualifications

• Strong customer service and communication skills.
• Ability to handle high-stress or escalated situations with professionalism.
• Proficient in multitasking and navigating complex systems.
• Detail-oriented with strong problem-solving abilities.
• Ability to work flexible hours, including evenings, weekends, or holidays as needed.

Responsibilities

• Provide professional, friendly, and solution-focused support to AT&T customers inside national retail locations.
• Resolve inquiries related to billing, account updates, plan changes, device support, and service concerns.
• Troubleshoot wireless devices, network issues, and feature functionality.
• Operate effectively in high-volume retail environments, maintaining focus, professionalism, and service quality during peak traffic and escalated situations.
• Act as the AT&T subject-matter expert for retail employees and third-party labor partners.
• Serve as the primary AT&T representative for these partners, leading in-store support for retail escalations.
• Proactively engage with store leadership to address customer concerns, strengthening partnership alignment and ensuring a best-in-class customer experience.
• Navigate multiple systems simultaneously while engaging with customers in real time.
• Document all interactions thoroughly and accurately.
• Adhere to company policies, compliance requirements, and privacy standards.
• Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
• Execute and maintain approved planograms for mobile devices and signage.
• Maintain inventory accuracy for display devices and fixtures.
• Add, remove, and reposition phones, fixtures, and promotional material per planogram updates.
• Work closely with cross-functional teams such as technical support, billing, fraud, customer care, and escalation agents.
• Share insights on recurring issues to improve processes and customer experience.
• Maintain a positive, professional demeanor during all interactions.

Skills

Customer service

Communication

Calm under pressure

Multitasking

Attention to detail

Flexible hours

Job description

DSI Systems, Inc. seeks a Retail Support Specialist to deliver frontline support to AT&T customers in national retail environments. You will resolve billing, account, device, and service concerns, troubleshoot devices, and partner with store leadership to ensure excellent customer experiences.

The role requires strong communication, resilience, and the ability to navigate multiple systems in a fast-paced setting. Flexible scheduling, including evenings and weekends, is expected.