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Specialist I-Voice Testing Technician in Harrison, AR at Windstream

Date Posted: 1/11/2019

Job Snapshot

Job Description

Job ID:19000081

The Specialist I- Voice Testing Technician is responsible for minimizing the number of local field dispatches by analyzing, troubleshooting, and correcting any trouble reports that can be resolved without a dispatch. This would include, but not limited to; Broadband, DSL\\Cable Modems, Wi-Fi analysis, Network Provisioning, Calling Class Features, CPE, Long Distance, VoIP, Cable Television and Outage identification. The Specialist I Tester will define problems, collect data, establish facts to verify and perform modifications to Central Office switches and other Network Elements to resolve Customer related service interruptions. They will be required to communicate with other internal departments regarding operation issues while adhering to all company policies and procedures. The Specialist I Tester will utilize appropriate diagnostic tools and resources to validate and/or correct customer information.

Essential Job Functions:
  • Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues to maximize the customer experience in an organized and efficient manner.
  • Troubleshoot customer Voice and Internet problems in a Service Center environment.
  • Complex problem-solving skills
  • Excellent oral and written communication skills.
  • Ability to communicate with customers the use of products, services, and features.
  • Identify roadblocks, solve problems, and makes decisions
  • Excellent telephone voice and etiquette.
  • Analyze customer trouble reports and chats to reduce and eliminate dispatches.
  • Ability to determine dispatch requirements for initial reports.

Desired Qualifications:

College Degree or 2-3 years professional work experience. Ability to understand statistical performance measurements and excellent time management skills.

Desired Knowledge of the following systems:

Microsoft Office Applications, Working knowledge of Remedy, WinCare, DCRIS, CAMS, Triad, MIROR, Central Office Switch Equipment, DSLAM and Voice Mail Platforms, and internet applications fluency.

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 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.