Trouble Resolution Spec III in Anniston, AL at Windstream

Date Posted: 10/17/2020

Job Snapshot

Job Description

Job ID:20003087

Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and well being of our employees, customers, partners and communities is our top priority!


General Summary:

At Windstream, we take pride in consistently delivering an amazing customer experience.  Our team of Trouble Resolution Specialists supports Enterprise level customers by resolving customer trouble tickets in a fast-paced technical support environment.  Under general supervision, we manage customer relationships, create and update trouble tickets for customers, as well as utilize multiple systems to pinpoint a customer issue in order to keep our business customers satisfied. 

Trouble Resolution Specialists will provide comprehensive service and resolve feature-based issues on a converged voice and data network.  Must be self-motivated, client-centric, and possess the ability and knowledge to resolve complex issues in a timely manner.  This includes escalating, engaging additional resources, and/or upper management. 

Job Responsibilities:
  • Managing incoming and outgoing calls including customer inquiries on service/repair related issues and demonstrate ability to communicate clearly while remaining calm and professional
  • Managing a ticket queue via Windstream’s ticketing system
  • Prioritizing ticket volumes to meet or exceed client/Windstream metrics and expectations
  • Clearly communicating to customers, the next steps and timeframes
  • Providing customers with status on existing trouble ticket both on a reactive and proactive basis, ticket creation via scripted response
  • Escalating trouble tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
  • Assigning and following up with internal/external teams until ticket resolution
  • Identifying and escalating issues potentially affecting network service
  • Utilizing available diagnostic software to identify several types of customers’ trouble reports
  • Demonstrating uncompromised integrity by acting and communicating openly, honestly and fairly in everything done, following the Windstream Core Values & Beliefs as a guide
  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction
Required Skills, Abilities and Competencies:
  • Ability dealing with difficult customers and stressful situations
  • Excellent written and verbal communication and interpersonal skills
  • Excellent troubleshooting skills
  • Proven ability to multi-task utilizing time management and work prioritization skills to properly manage ticket
  • Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs
  • Ability to prioritize individual queue based on severity level and prioritizing work based on the customers’ business needs and specific situations that could change throughout the repair process
  • Basic–level technical competence in a Windows and MS Office based environment
  • Basic ability to evaluate client metrics such as overall bandwidth and QOS setting requirement
  • Basic Command Line Interface knowledge
  • Basic understanding of network protocols such as MPLS, VoIP, and TDM
  • Basic understanding of data protocols such as EIGRP, BGP and OSPF
  • Basic understanding of voice networks utilizing protocols as ISDN, SS7, SIP and MGCP
  • Basic understanding of VOIP architecture including Session Border Controllers, SIP Proxies, and IP Switch platforms
  • Basic understanding of VoIP phones platforms. Providers include Cisco, Polycom, and Aastra phones
  • Basic understanding of backbone services to include various transport (DS0, DS1, DS3, OC-x, Ethernet, and GIG E) services
  • Intermediate knowledge of Adtran/Cisco routers and switches including VLANs
  • Intermediate working knowledge of network protocols such as Telnet, DHCP, ARP
  • Intermediate working knowledge of IP routing protocols such as BGP, OSPF and Static Routing
  • Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting
  • Intermediate working knowledge of networking WAN/LAN topology
Preferred Skills and Qualifications:
  • Cisco Certified Entry Networking Technician (CCENT) or Cisco Certified Network Associate (CCNA) certification preferred, but equivalent Adtran certifications will also be considered.
  • Associate degree in Network related field or equivalent combination of education and experience
  • Bachelor’s degree or equivalent preferred (to include military backgrounds and associate degrees with additional work experience)
  • 1-2 years of experience in a technical service, IT or help desk environment
  • 1-2 years of experience in a customer service environment with proven ability to adjust communication strategy based on customer’s level of frustration and technical aptitude.

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, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. 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.