Specialist II-Data & Voice Tech in Work From Home at Windstream

Date Posted: 6/19/2022

Job Snapshot

Job Description

Job ID:22001085

**$500 Sign on bonus**

***This position can be filled remotely anywhere within the country.***

About the Role:

The Repair Specialist II, performs technical problem resolution, including analysis, trouble isolation and repair. Duties will include acting as a Customer Advocate in a Repair Center for all Windstream internal and external, voice, data, and VoIP Services. 

What You'll Do:

  • Utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair.
  • Maintain workload via a trouble ticket queue, detailing each ticket with notes of steps taken, test results, resolution data, expectations and next course of action.
  • Perform customer advocate duties while maintaining a positive and professional manner at all times, especially during high stress situations.
  • Advocate for the customer by working cooperatively with Windstream Field Operations, internal and external vendors, and other internal teams by escalating issues as needed.
  • Provide excellent customer service by communicating progress, next steps, and resolution to customers on a timely and regular basis, via inbound and outbound phone calls, and/or email for each ticket.
  • Contribute to realizing departmental and organizational net promoter score goals (NPS) and mean time to repair objectives (MTTR).
  • Perform other duties as assigned.

Do You Have?                                                 

  • Proficient understanding of telecom switching topology, network architectures, and Outside Plant Layout (OSP)
  • Proficient knowledge of the Open Systems Interconnection (OSI) model
  • Ability to effectively troubleshoot and test Layer One using remote testing tools
  • Proficient with trouble ticketing and inventory systems, such as Remedy and MetaSolv (MSS)
  • Proficient comprehension of Circuit Layout Records (CLR) and Design Layout Records (DLR)
  • Proficient experience with voice switches and edge routers with regards to troubleshooting specifically with Lucent 5eSS, Nortel DMS, Genband G9, Cisco, Juniper, and Adtran customer premise equipment (CPE) routers
  • Technical ability to troubleshoot managed equipment such as routers and channel banks

Even Better:

  • Ability to communicate effectively, respectfully and professionally through written and verbal means
  • Ability to understand and adhere to departmental, organizational, and company policies
  • Openness to coaching and development
  • Independent and sound decision making skills
  • Ability to work with minimal supervision
  • Ability to adapt to change quickly and easily
  • Willingness to learn new methods, procedures, or techniques
  • Ability to shift strategy or approach based on the demands of work

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

About US:

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

*$500 Sign on Bonus to be paid in 2 installments. First payment of $250 will be paid 120 days after employment. Second payment of $250 will be paid 270 days after employment. You must be a new employee with Windstream and employed at time of payout in order to receive sign on bonus.


Job Requirements

Minimum Requirements:

Associate’s Degree in a technical discipline and 3-4 years technical/telephony experience with 2 years directly related to the job; or 6 years of directly related telephony experience or an equivalent combination of education and/or directly related telephony experience required.

EEO Statement: 

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.