Internet Technical Support- Tier II in Twinsburg, OH at Windstream

Date Posted: 10/7/2019

Job Snapshot

Job Description

Job ID:19001725

Job Description:

This is a Specialist I position in our Internet Tier II Support department located in Twinsburg, Ohio.  The Spec I handles escalations from Tier 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.

Core Responsibilities:

  • Answer incoming calls and support emails 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


Desired Qualifications:

  • 1-2 years related technical internet troubleshooting experience
  • 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.

  • 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
  • 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

  • Use of computer/ Microsoft Office package/ Windstream billing packages

  • Fluent Knowledge of Internet computer applications
  • Ability to organize calls efficiently and resolve customer issues
  • High degree of technical aptitude
  • Understanding of dial-up modems and TCP/IP protocol
  • In-depth knowledge of specialty internet products
  • Strong coaching and mentoring skills

Job Requirements

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.

EEO Statement: