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Trouble Resolution Specialist II in Vancouver, WA at Windstream

Date Posted: 4/3/2019

Job Snapshot

Job Description

Job ID:19000894
General Summary:
Technicians will be responsible for the resolution of external client trouble tickets in a fast paced technical support environment. In addition, technicians will also be required to act as an escalation point for customers with special needs and issues.  Technicians will need to use their communications skills to communicate urgency and action through multiple Windstream and vendor management levels.  Technicians utilize their knowledge of networking, hardware, and software to diagnose, qualify, and resolve client troubles. Duties include comprehensive service, and feature based issues on a converged voice and data network.  Technicians must be team oriented, have technical troubleshooting experience, and be able to work with internal and external contacts on behalf of our clients.  Technicians must be self-motivated, client-centric, and possess the ability to apply dynamic policies and knowledge to resolve complex issues. The role also has oversight for escalating and engaging management/team leads when further identification of higher level troubleshooting is necessary.

Job Responsibilities:
- Manage incoming and outgoing calls via the below requirements:
  • Customer inquiries regarding service/repair related issues
  • Demonstrate ability to communicate clearly while remaining calm and professional
- Manage a ticket queue in Windstream’s ticketing system via the below requirements:

  • Prioritize ticket volume to meet or exceed client’s/Windstream’s expectations and metrics
- Clearly communicate to customers the next steps and time frames
- Ticket creation via scripted response
- Provide customers with status on existing trouble ticket both on a reactive and proactive basis, which includes:
  • Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when
  • Service Level Agreements [SLAs] are missed
  • Assign and follow up with internal/external teams until ticket resolution
  • Identification/Escalation of potential network service effecting issues
  • Assist management and team leads with TR-NON Facility 1 tech development
  • Utilize available diagnostic software to identify several types of customers trouble reports
  • Demonstrate uncompromised integrity by acting and communicating openly, honestly and fairly in everything you do following Windstream’s  core values as a guide
  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction
  • Follow up on customer surveys and providing key learnings to improve the customer experience
  • Participate in company re-term campaign by presenting offers to customers
Preferred Skills/Abilities & Competencies:
- Excellent interpersonal and communication skills
- 2+ years’ experience in a customer service environment with proven ability to adjust communication strategy based on customers level of frustration and technical aptitude. 
- Proven ability to multi-task utilizing time management and work prioritization skills to properly manage ticket
- Work individual queue based on severity level and prioritizing work based on the customers’ business needs and specific situations that could change throughout the repair process. 
- Intermediate–level technical competence in a Windows/MAC based environment.
- Intermediate/Advanced working knowledge of internal/external vendor software for ticketing and diagnostics.
- Intermediate/Advanced ability to evaluate client metrics such as overall bandwidth and QOS setting requirements.
- TR-NON FACILITY position requires at least but not limited to 4 to 5 of the following areas.  Assignments will be allocated depending on skill and ability.
- Intermediate/Advanced working knowledge of Adtran/Cisco routers and switches, Command Line Interface, and scripting and debugging.
- Intermediate/Advanced working knowledge of Network protocols such as ATM, Ethernet, and SIP.
- Intermediate/Advanced working knowledge of IP routing protocols such as BGP, OSPF and Static Routing.
- Intermediate/Advanced working knowledge of Voice protocols such as CAS, ISDN, SS7 and VoIP.
- Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting.
- Intermediate/Advanced working knowledge of networking WAN/LAN topology
- Ability to isolate/test layer 1 issues WAN/LAN
- Ability to isolate layer 2 and 3 of the OSI model
- Excellent customer service skills including patience, a desire to answer questions and help problem-solve and a willingness to go the extra mile for your customer.
- Good interpersonal and relationship skills with the proven ability to work with all management levels of an organization.  Have a collaborative attitude in creating a team approach to accomplishing work.
- Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs

Desired Experience:
•3-5 + years’ experience in a technical service, IT or help desk environment
•Associates degree minimum, Bachelor’s degree preferred or relevant work or military experience
•CCENT or CCNA certification preferred equivalent Adtran certifications will also be considered.


- Technicians are to meet quota’s based on symptom type with less than 5% repeat trouble
- Meet MTTR goals of overall symptom type
- Initial pick-up/contact time to the customer based on severity level and queue volume.
- Schedule Adherence of 98% (attendance, punctuality, breaks/lunches)
- Ticket Quality Score of 85% (monitoring 4-8 tickets per month, for ticket quality and customer status)
- Meet client callback requirements
- Precise notes that can be clearly communicated to others
- Proper closing procedures

Job Requirements

Minimum Requirements:

Associate's Degree in a technical discipline and 2-3 years technical/telephony experience with 2+ years directly related to the job; or 5+ 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 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.