Specialist I-ERC Plain Old Telephone Service in Rochester, NY at Windstream

Date Posted: 8/9/2018

Job Snapshot

Job Description

Job ID:18002711

General Summary:

ERC Plain Old Telephone Service (POTS) Technicians are responsible for working tickets as a part of the overall ERC team and specifically troubles relating to POTS lines and the POTS silo.  They would handle the testing and coordination of physical repairs to lines. They would also handle in depth remote troubleshooting for issues such as Toll-Free Routing, long distance, caller id issues, etc.  Technicians in this group work out of a ticket queue, taking calls from ERA technicians and working with customers directly. 

Job Responsibilities:

  • Utilize and multi-task between many systems to verify the services a customer has with us and to ensure they are setup correctly
  • Ensure that company metrics are achieved - most notably raising Net Promoter Score (NPS) and Mean Time To Repair (MTTR).
  • Manage customer relationships and show an empathetic response during customer critical situations
  • Work in depth troubles to resolution
  • Learn concepts and tools used by ERC techs to improve ticket quality
  • Work with ERC Engineers on complex issues
  • Working with service delivery and other back office groups to resolve issues that involve their areas of knowledge and responsibility
  • Proficient with network equipment and network elements for trouble resolution for our business customers services as well as our POTS services 
  • Work with LECS/Vendors to resolve customers troubles
  • POTS resolution items include:
  • NDT
  • 800 number troubles
  • LD troubles
    • Line quality issues
    • Resolving voicemail troubles
    • Call routing troubles
      • Opening IXC reports
      • Working with back office translations groups within Windstream

Preferred Skills:

- Ability to work independently, computer skills, communication skills, etc…

- Excellent customer service skills

- Interpersonal skills

- Inquisitive nature

- Multi-tasking

- Problem-Solving/Reasoning/Creativity

- Open communications (listening, verbal, and written) with management & team

- Identify, scrutinize, and suggest improvement in work processes

- Prioritize daily tasks

- Flexibility

- Organizational skills

- Independent thinker/worker

- Self-starter

- Technical knowledge/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: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to