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

Date Posted: 6/26/2018

Job Snapshot

Job Description

Job ID:18002023

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