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Trouble Resolution Specialist II in Arab, AL at Windstream

Date Posted: 5/5/2019

Job Snapshot

Job Description

Job ID:19000727

General Summary:

At Windstream, we take pride in providing exceptional service to our business customers. The Business Services Team supports business customers by troubleshooting service affecting issues from customer trouble tickets. Members of the Business Services Trouble Resolution Team will manage customer relationships, create and update trouble tickets for customers, agents, and vendors, as well as utilize multiple systems to pinpoint a customer issue in order to keep our business customers satisfied.


The Trouble Resolution Specialist II works in a fast-paced technical support environment. He/ She is primarily responsible for the resolution of external client trouble tickets. Trouble Resolution Specialists utilize their knowledge of networking, hardware, and software to diagnose, qualify, and resolve client issues. He/ She provide comprehensive service, and resolve feature based issues on a converged voice and data network.  Specialists must be team oriented, have technical troubleshooting experience, and be able to work with internal and external contacts on behalf of our clients.  Trouble Resolution Specialists must be self-motivated, client-centric, and possess the ability to apply dynamic policies and knowledge to resolve complex issues. He/ She will escalate and engage management/team leads when further identification of higher level troubleshooting is necessary.


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 till 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 & Competencies:

  • Excellent interpersonal and communication skills.
  • Proven ability to multi-task utilizing time management and work prioritization skills to properly manage ticket
  • Work 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/MAC based environment.
  • Basic working knowledge of internal/external vendor software for ticketing and diagnostics.
  • Basic ability to evaluate client metrics such as overall bandwidth and QOS setting requirements.
  • Trouble Resolution-NON FACILITY position requires at least but not limited to 3 to 4 of the following areas.
  • Intermediate working knowledge of Adtran/Cisco routers and switches.
    • Basic Command Line Interface knowledge
    • Basic scripting and debugging
  • Intermediate working knowledge of Network protocols such as ATM, Ethernet, and SIP.
  • Intermediate working knowledge of IP routing protocols such as BGP, OSPF and STATIC ROUTING.
  • Intermediate working knowledge of Voice protocols such as CAS, ISDN, SS7 and VoIP
  • Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting.
  • Intermediate working knowledge of networking WAN/LAN topology
    •  Ability to isolate layer 1 issues WAN/LAN
  • Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs

Preferred Education, Certifications and Experience:

  • Associate’s degree or equivalent required
  • Bachelor’s degree or equivalent preferred (to include military backgrounds and Associate’s degrees with additional work experience)
  • 3-5+ years of experience in a technical service, IT or help desk environment required
  • 3-5+ 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.
  • CCENT or CCNA certification preferred equivalent Adtran certifications will also be considered.

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: 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.