About the job
Company: DSI Systems
Location: Syracuse, Utah, United States
Role Overview
The Retail Support Specialist (RSS) at DSI Systems works directly with AT&T customers in busy national retail stores. This position focuses on resolving account, billing, device, and service issues, often during high-traffic periods. Successful candidates bring strong communication skills, emotional resilience, and a comfort with technology. The ability to stay composed and professional in a lively retail setting is essential.
Main Responsibilities
- Customer Support
- Provide friendly, professional, and solution-focused support to AT&T customers in retail locations.
- Handle questions about billing, account changes, plan updates, device support, and service concerns.
- Troubleshoot wireless devices, network issues, and feature-related problems.
- Maintain service quality and professionalism, even during peak times and escalated situations.
- Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party partners.
- Act as the main AT&T contact for in-store escalations and support.
- Collaborate with store leaders to address customer issues and strengthen partnerships, ensuring a positive customer experience.
Work Environment and Schedule
- Work takes place on the retail sales floor, requiring standing, walking, and customer interaction for up to 8 hours per shift.
- Flexible scheduling is needed, including evenings, weekends, and holidays as business needs arise.
- Comfort with frequent customer interactions and problem-solving in a busy, customer-focused atmosphere.
Operational Excellence
- Navigate multiple systems efficiently while assisting customers in real time.
- Document all customer interactions accurately.
- Follow company policies, compliance requirements, and privacy standards.
- Meet or exceed performance targets for quality, efficiency, and customer satisfaction.
- Implement and maintain approved planograms for mobile devices and signage.
- Manage inventory and ensure product displays are accurate.

