Voice Repair Specialist II

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

• 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™.
• Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients. 
• Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises. 

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!

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

About the Role

Come be a part of the future of telecommunications by joining our expanding Kinetic Business Support team as we grow our business customer base!  The Voice Repair Specialist II handles escalations from Specialist I personnel, technicians and direct end-user business customers and resolves complex problems through effective coordination and facilitation with other support teams of complex TDM and VoIP switching platforms.

 What You'll Do:

• Answer incoming calls, support emails, and chats during shift and troubleshoot customer voice 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, holidays, and overtime as necessary.
• Other duties and responsibilities as assigned
• Working voice trouble types including complex features and call routing.

Do You Have?

• Excellent listening, analytical, verbal and written communications skills and interpersonal 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
• Demonstrates ability to achieve established goals and performance metrics.
• Ability 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 maintain regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
• Ability to organize calls efficiently and resolve customer issues
• A high degree of technical aptitude
• Strong coaching and mentoring skills
• Ability to understand statistical performance measurements and excellent time management skills

Even Better:

• Fluent knowledge of internet computer applications
• Use of computer/ Microsoft Office package/ Windstream billing packages
• 1-2 years related technical voice troubleshooting experience
• Knowledge in voice including switches, TDM (i.e. 5ESS, DMS10, etc.) and VoIP (Metaswitch), long distance, and features

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.

The compensation range for this position is from $35,000 - $43,300. 

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 

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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