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Spec I-CSMB Data/Voice Tech in Charlotte, NC at Windstream

Date Posted: 1/2/2019

Job Snapshot

Job Description

Job ID:18004439

Position Objective:

The Repair Specialist I, performs technical resolution, including analysis, trouble isolation, and repair, while acting as a Customer Advocate for circuit base ILEC SMB internal and external customers. Scope of support includes Voice (TDM and VoIP), Data, and Transport. 

 Position Activities:

  • Utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair.
  • Maintain workload via a trouble ticket queue i.e. Remedy, detailing each ticket with notes of steps taken, test results, resolution data, expectations and next course of action.
  • Perform customer advocate duties while maintaining a positive and professional manner at all times, especially during high stress situations.
  • Advocate for the customer by working cooperatively with Windstream Field Operations, internal and external vendors, and other internal teams by escalating issues as needed.
  • Provide excellent customer service by communicating progress, next steps, and resolution to customers on a timely and regular basis, via inbound and outbound phone calls, and/or email for each ticket.
  • Contribute to realizing departmental and organizational net promoter score goals (NPS) and mean time to repair objectives (MTTR).
  • Perform other duties as assigned.

Preferred Skills:

Required Work Habits/Behaviors:

  • Ability to work a flexible schedule.
  • Punctuality and reliability.
  • Ability to Multitask.
  • Ability to work with teammates effectively in collaborative work environment.
  • Ability to effectively handle distractions.
  • Must be able to communicate effectively, respectfully and professionally through written and verbal means.
  • Must understand and adhere to departmental, organizational, and company policies.
  • Must be open to coaching and development
  • Adapts to change quickly and easily.
  • Shows willingness to learn new methods, procedures, or techniques.
  • Ability to shift strategy or approach based on the demands of work.

Job Requirements

Minimum Requirements:  

Associate Degree in a technical discipline and 2-3 years technical/telephony experience with 2+ years directly related to the job; or 5+ 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.