Job ID:23003286About the Role:
The Spec II handles escalations from Spec I personnel, technicians, and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems.
What You’ll Do:
- Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a service center environment
- Verify Windstream equipment problems/outages and notify correct departments
- Handle complex escalations from Tier I and other departments
- Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
- Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner.
- Proficiently manage trouble tickets
- Demonstrated ability to establish and maintain effective relationships with customers. Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
- Team player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction.
- Other duties and responsibilities as assigned
Do You Have?
- Excellent listening, analytical, verbal and written communications skills, and interpersonal skills required. Must be able to easily identify and articulate complex ideas and issues and give clear direction.
- Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
- Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
- Strong Customer Service experience with an emphasis on first call resolution and follow-through
- Demonstrates ability to achieve established goals and performance metrics
- Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions
Even Better:
- 1-2 years related technical data / internet troubleshooting experience
- Advanced skill level with computer/ Microsoft Office package/ Windstream services
- Fluent knowledge of internet computer applications
- Ability to organize calls efficiently and resolve customer issues
- High degree of technical aptitude
- In-depth knowledge of specialty internet products
- Self-motivated and innovative mindset
- The ability to understand statistical performance measurements and excellent time management skills
- Ability to meet and maintain KPIs within current role held at Windstream
Our Benefits:
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
- Identity Theft, Legal, Auto & Home and Pet Insurance
- https://windstreambenefits.com
Windstream DEI&B Statement:
Connecting people in a world of infinite possibilities. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. The diverse voices of our employees fuel our innovation and the inclusive, equitable culture we are building fosters belonging and empowers each one of us to create amazing customer experiences.
Our Employee Resource Groups:
• WinVets – Veteran Employee Resource Group
• WOW – Women Employee Resource Group
• WINPRIDE – LGBTQ+ Employee Resource Group
• WBPN – Black Professional Resource Group
• WARG – Ability Resource Group
• LaFamilia –Hispanic Resource Group
The starting compensation range for this job is $35,000 to $43,300.
Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.
