Internet Repair Specialist II

Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.

• As part of the Kinetic family, you’ll have the opportunity to work with cutting-edge technology, including premium broadband, security solutions, voice, and digital TV services, all delivered through our enhanced fiber network.
• Join us in revolutionizing how people connect and communicate. Your work will directly contribute to making Kinetic the most helpful internet service provider, ensuring our customers Internet better™ every day.

_________________________________________________________ 

About the Role:

The Specialist II handles escalations from Specialist I personnel, technicians, and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems.

What You'll Do:

• Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a service center environment
• Verify Windstream equipment problems/outages and notify correct departments
• Handle complex escalations from Tier I and other departments.
• Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
• Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner.
• Proficient trouble ticket management skills
• Demonstrated ability to establish and maintain effective relationships with customers. Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
• Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction.
• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment
• Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
• Other duties and responsibilities as assigned
• Working voice and data troubles.

Do You Have?

• 1-2 years related technical data and voice troubleshooting experience
• Excellent listening, analytical, verbal and written communications skills, and interpersonal skills required. Must be able to easily identify and articulate complex ideas and issues and give clear direction
• Strong customer service experience with an emphasis on first call resolution and follow through
• Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
• High degree of technical aptitude
• This is a virtual/work from home position. Windstream requires employees working virtually to maintain a distraction-free workplace with sufficient highspeed internet of 25 MBPS or higher.

Even Better:

• Ability to achieve established goals and performance metrics
• Fluent knowledge of internet computer applications
• Ability to organize calls efficiently and resolve customer issues
• Understanding of dial-up modems and TCP/IP protocol
• In-depth knowledge of specialty internet products
• Strong coaching and mentoring skills
• Experience with Microsoft Office applications and Windstream billing packages
• The ability to understand statistical performance measurements and excellent time management skills
• Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.

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.

Physical Tasks- Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100%| Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance: Computer, Printer, Telephone, Basic Office Supplies

The starting base pay for this position is $35,000 to $43,300. 

IND456

_________________________________________________________

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

Windstream CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

Our Employee Resource Groups:

• WinVets – Veteran Employee Resource Group
• WOW – Women Employee Resource Group
• WINPRIDE – LGBTQ+ Employee Resource Group
• WBPN – Black Professional Resource Group
• WARG – Ability Resource Group
• LaFamilia –Hispanic Resource Group
• AAPI - Asian American Pacific Islander Resource Group

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.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. If you are not a U.S. citizen, please notify your recruiter or email