Specialist I-Customer Support in Daytona Beach, FL at Windstream

Date Posted: 10/30/2018

Job Snapshot

Job Description

Job ID:18003762
Job Responsibilities:
- Working from several call and email queues to assist customers with triaging trouble and or service requests, opening tickets/ orders to the correct group within Windstream and work SMB first call resolution tickets. 

- Opening tickets for Network Operations Center, SMB Help Desk or LEC.

- Opening tickets in iSupport for dispatch of solution center techs/ also dispatching other 3rd party Business Partners.

- Issuing RMA’s for equipment replacement.

- Utilize and multi-task between many systems to verify the customer's Windstream services to ensure they are setup correctly.

- Learn concepts and tools used by Help Desk Technicians to improve ticket quality and increase the resolution of customer issues on the first call.

- Send out Customer Satisfaction Surveys.

- Open and/ or provision Customer Premise Equipment (CPE) accounts in system for SMB tickets to be issued/ worked.

- Open Oracle Service orders for 3rd party dispatch.

- Invoicing all Remote Support service tickets. 

- Assist all EFC Customer Service customers

- Process LEX orders for EFC local Resale customers

- Other duties may be assigned.

Job Requirements

Minimum Requirements:
High School diploma or equivalent and at least 6 months experience. College hours or a college degree may be substituted for some experience as deemed appropriate.

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.