Internet Tech Support Rep

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. 

• As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
• Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients. 
• Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises. 

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!

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About the Role: 

• Windstream is seeking entry level Specialists for Tier I Repair. Our Specialists will assist Windstream Broadband Internet customers with troubleshooting and incident creation to resolve customer trouble.  In this position the Specialists will be expected to support and resolve customer's issues, create/update trouble tickets, and work between multiple systems.  Ideal candidates will possess excellent customer service skills and the willingness to be trained and develop key technical skills.  

• This is a virtual/work from home position. Windstream requires employees working virtually maintain distraction-free workspace with sufficient high speed internet access of 25 MBPS or higher. 

• This team will be staffed to work during the timeframe from 7:00 am – 8:00 pm ET Monday – Friday. Therefore, candidates must be able to work during these hours. This timeframe is subject to change in the future based on the needs of the business.  

What You’ll Do: 

• Answer inbound calls from customers, internal or external, regarding trouble repair for Windstream products and services. 

• Utilize and navigate in multiple systems to verify customer services to perform trouble isolation and repair of service. 

• Provide excellent customer service and professionalism to a wide range of customers. 

• Accept and implement coaching and feedback in order to achieve individual or team performance objectives. 

• Recommend products that enhance or resolve a customer’s issue. 

• Perform other duties as deemed necessary by management to support our customers. 

Do You Have? 

• General knowledge of the telecommunications products and service offerings. 

• Excellent customer service and interpersonal skills. 

• Technical aptitude for performing technical tasks to resolve customer issues. 

• Ability to work in a high intensity, stressful environment. 

• Ability to work a flexible or rotating 24x7x365 schedule. 

• Ability to work alone or as a member of a team. 

• Good telephone communication skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Ability to resolve customers’ complaints with a focus on quality. 

• Technical experience in troubleshooting internet issues. 

• PC skills (Windows), 10-key and keyboarding skills. 

Minimum Requirements:

High School diploma or equivalent and 2+ years’ experience with 1-2 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.  

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching: Occasionally: 0-33% |Lifting -Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66% 

Audio Visual Needs- Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33% 

Equipment Used in Job Performance: Computer, Printer, Fax, Telephone, Basic Office Supplies, Copier 

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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 CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

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
• AAPI - Asian American Pacific Islander Resource Group

Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. If you are not a U.S. citizen, please notify your recruiter or email