Specialist II-Kinetic Repair in Twinsburg, OH at Windstream

Date Posted: 2/10/2021

Job Snapshot

Job Description

Job ID:21000109
Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.” 
 
About the Role:
The Spec II handles escalations from Spec I personnel, technicians and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems.
 Job Responsibilities:
  • Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a Service Center environment
  • Verify Windstream equipment problems/outages and notify correct departments
  • Handle complex escalations from Tier I and other departments.
  • Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
  • Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner.
  • Proficient trouble ticket management skills
  • Demonstrated ability to establish and maintain effective relationships with customers. Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
  • Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction.
  • Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment
  • Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
  • Other duties and responsibilities as assigned
  • Working voice and data troubles.

Do You Have?

  • The ability to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions
  • High School Diploma or GED
 Even Better:
  • 1-2 years related technical voice and data troubleshooting experience.
  • Knowledge in voice including switches, TDM (i.e. 5ESS,DMS10, etc.),  long distance, and features
  • Excellent listening, analytical, verbal and written communications skills and interpersonal required. Must be able to easily identify and articulate complex ideas and issues and give clear direction.
  • Strong Customer Service experience with an emphasis on first call resolution and follow-through
  • Demonstrates ability to achieve established goals and performance metrics.
  • Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
  • Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
  • Use of computer/ Microsoft Office package/ Windstream billing packages
  • Fluent Knowledge of Internet computer applications
  • Ability to organize calls efficiently and resolve customer issues
  • High degree of technical aptitude
  • Understanding of dial-up modems and TCP/IP protocol
  • In-depth knowledge of specialty internet products
  • Strong coaching and mentoring skills
  • Working knowledge of Metaswitch
  • The ability to understand statistical performance measurements and excellent time management skills

Our Benefits:

  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance
  • https://windstreambenefits.com

About US:

Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

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: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.