Job Description

The  Specialist II CPE Technician position exists within Windstream’s Service Delivery organization and is primarily focused on supporting new network service installation as well as the ongoing support of established customers in the repair cycles. In this role, the Technician is responsible for providing a high level of internal customer service and real-time support.  This position acts as an internal escalation point for shipping issues and other internal customer needs as well as providing technical documentation and training as required. This position will also perform quality assurance analysis and participates in special projects as required. In managing the aforementioned processes, the Technician is also responsible to first maintain a high level of professionalism in any outbound communication and ensure necessary records and order updates are maintained in the Windstream back-office systems.

Essential Job Functions:                                                        

• Candidate must have strong communication skills and be able to articulate well both in both written and orally.
• Understanding of different cabling types and pin outs to determine cables needed (cross over versus straight through, Coax versus CAT5/CAT6, Ethernet pin outs versus T1, etc…)
• Knowledge of shipping and logistical procedures, as well as follow up for orders with delivery exceptions
• Must process receipt of miscellaneous customer returns (RMA)
• Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues
• Work schedule flexibility, weekend and off hours support as required
• Ability to lift and move packages up 40lbs throughout the day
• Must be back up to Manger when needs arise
• Must be able to handle escalations and join conference calls when required
• Must be able to pull daily reports
• Must be able to work with Procurement to handle inventory levels
• Must be able to configure any type of equipment that we offer to our customers
• Candidate should be able to coach employees on issues or errors that occur on equipment and train on all new devices

• Ability to work successfully in a fast-paced and demanding customer environment

• Candidate should maintain exceptionally strong written and verbal communication skills.

• Understanding of T1 and DSL loop technology, relative makeup, common applications, circuit composition, installation/repair process, and fault isolation procedures a plus

• Proficiency with all primary Microsoft Office and related software applications

• Willingness to assume ownership and responsibility and seeing problems through to the end and keeping all necessary parties informed throughout the process

• Be a quick learner and possess a strong sense of self-motivation

• Proven ability to work in a fast paced, time critical environment