Trouble Resolution Specialist I in Rochester, NY at Windstream

Date Posted: 4/3/2018

Job Snapshot

Job Description

Job ID:18001056
General Summary:


The Trouble Resolution Specialist is a customer facing role that entails handling inbound customer calls, chat and portal interactions. Technicians will be responsible for troubleshooting reported problems, providing updates and resolution of common network/product troubles.  The trouble resolution technician will also be responsible for positioning contract renewal and upsell opportunities as well as Customer Satisfaction (CSAT) targets. 
 
Job Responsibilities:
  • Initiate diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support
  • Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.
  • Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations
  • Escalate trouble tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
  • Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion
  • Act as the primary point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on trouble ticket progress, setting realistic expectations, and verify resolution
  • Properly code trouble tickets with appropriate closure codes, detailing the results of the testing and resolution
  • Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.
  • Utilize available technology to efficiently respond to client requests
  • Prioritize work to meet or exceed client expectations
  • Work in partnership with other Windstream Business service/repair oriented departments to respond to customer issues in a timely fashion
  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction
  • Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs
Basic Metrics:
    • Meet MTTR goals of overall trouble tickets
    • Meet LEC Referral MTTR goal
    • Schedule Adherence of 98% (attendance, punctuality, breaks/lunches)
    • Ticket Quality Score of 75% (monitoring 4-8 tickets per month, for ticket quality and customer status)
    • Meet a 100% goal of customer status on trouble tickets
    • Meet monthly scorecard metrics on multiple factors including tickets resolved, calls in/out, # public notes, quality, CSAT and renewal targets. Technicians are to work a minimum of 4 tickets per hour
 
Desired Skills/Abilities & Competencies:
  • Intermediate working knowledge of networking WAN/LAN topology
  • Ability to isolate layer 1 issues WAN/LAN
  • Basic command line interface knowledge
Required Skills:
  • Working knowledge of Adtran/Cisco routers and switches
  • Intermediate ability to evaluate client metrics such as overall bandwidth and QOS setting requirements
  • Basic knowledge of voice switch platforms including Nortel DMS, Lucent 5ESS and MetaSwitch (Softswitch)
  • Basic scripting and debugging
  • Basic working knowledge of network protocols such as ATM, Frame Relay and Ethernet
  • Intermediate working knowledge of IP routing protocols such as BGP, OSPF, RIP and static routing
  • Intermediate working knowledge of voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP
  • Intermediate working knowledge of voice features such as call forwarding, voice mail and hunting as well as LNP process and troubleshooting
  • Intermediate knowledge of hosted voice features including MADN, MLHG, softphone, hosted contact center/ACD and mobile communicator.

Job Requirements

Minimum Requirements:


Associate’s Degree in a technical discipline and 3-4 years technical/telephony experience with 2+ years directly related to the job; or 6+ years of directly related telephony experience or an equivalent combination of education and/or directly related telephony experience required.



EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer. Windstream is a drug-free workplace.