Retail Support Pro—Tech, Billing & Customer Care

DSI Systems; New Britain (CT); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Competitive pay

Training program

Insurance benefits

401k plan

Paid time off

Profit sharing

Wireless discount

Job summary

DSI Systems in the United States is seeking a Retail Support Specialist to deliver frontline support to AT&T customers inside national retail locations. You will assist with billing, account updates, plan changes, device support, and service concerns while troubleshooting wireless devices in a fast-paced setting.

Ideal candidates bring strong communication skills, calm under pressure, and the ability to navigate multiple systems.

Qualifications

• Strong customer service and communication skills.
• Ability to handle high-stress or escalated situations.
• 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.
• 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

Multitasking

Problem-solving

Stress management

Flexibility

Job description

DSI Systems in the United States is seeking a Retail Support Specialist to deliver frontline support to AT&T customers inside national retail locations. You will assist with billing, account updates, plan changes, device support, and service concerns while troubleshooting wireless devices in a fast-paced setting.

Ideal candidates bring strong communication skills, calm under pressure, and the ability to navigate multiple systems.