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Specialist I- Voice Testing Technician in Harrison, AR at Windstream

Date Posted: 5/21/2019

Job Snapshot

Job Description

Job ID:19000672
The Specialist I Tester is responsible for answering inbound calls from internal Windstream employees, troubleshooting, & testing with customers for first call resolution. In addition, the Specialist I Tester is responsible for minimizing the number of dispatches by analyzing, testing, and correcting any trouble reports that can be resolved without dispatch. This would include, but not limited to: Calling Features, Class Features, CPE, Long Distance, VoIP, Cable Television and identifying Common Causes. The Specialist I Tester will access, verify, and perform modifications to Central Office switches and voice mail to resolve customer's trouble. They will be required to interact with different departments within Windstream and other communication companies as well as the customer to resolve problems. The Specialist I Tester will utilize appropriate diagnostic tools and resources to validate and/or correct customer information.

Essential Job Functions:
  • Troubleshooting and complex problem solving skills.
  • Excellent oral and written communication skills.
  • Ability to communicate with customers the use of products, services, and features.
  • Ability to identify roadblocks, solve problems, and makes decisions.
  • Excellent telephone voice and etiquette.
  • Ability to assimilate change quickly.
  • Excellent organization skills - able to prioritize and handle multiple tasks.
  • Ability to deal with difficult customers.
  • Knowledge of grammar rules and business math.
  • Ability to understand statistical performance measurements.
  • Analyze customer trouble reports and chats to reduce and eliminate dispatches.
  • Ability to determine dispatch requirements for initial reports.

Job Requirements

Minimum Requirements:  

High School diploma or equivalent and 4+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

Desired Qualifications: 

College Degree or 2-3 years professional work experience. Ability to understand statistical performance measurements and excellent time management skills.

Desired Knowledge of the following systems: 

Working knowledge of Remedy, Data Canon, DCRIS, CAMS, Triad, MIROR, Central Office Switch Equipment (including but not limited to: DMS10 & 100, GTD-5, EWSD, DCO, MetaSwitch). Voice Mail Programming Platforms 

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.