WindStream Communications Specialist I-Tech Support in Daytona Beach, Florida
Job Responsibilities: * Provide end-user support in regards to proper procedures and usage of the customer’s telephone system. * Work directly with customer contacts to coordinate, understand, and execute advanced customer Move, Add, Change (MAC) orders. * Problem-solve and isolate trouble using advanced skills in response to and resolve complex issues. * Troubleshoot complex telephony issues. * Troubleshoot advanced IP issues following standard remote protocols. * Maintains individual workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data. * Works in conjunction with internal and external technicians/engineers/account development to troubleshoot and resolve customer issues. * Has direct interaction and escalates troubles internally and externally (Business Partners, Manufacturers) on behalf of the customer. * Works tickets of a routine complex basis and may request some support of others. * Performs customer advocate duties while maintaining a positive and professional manner at all times, during high stress situations. Takes calls and provides status to and from customers on a regular basis. *Preferred Skills: * IP Data Networking LAN /WAN Protocols related to telecom (QoS, VLANDS, SIP, Frame Relay, MPLS) Analog/Digital Voice Technologies OSI Model VPN Clients and Connectivity Basic understanding of PC
Required Certifications: Allworx Certified Professional**within 90 days of hire
Preferred Certifications: Cisco CCENT/CCNA Adtran ATSP Comptia A /Network
Minimum Requirements: High School diploma or equivalent and at least 6 months experience. College hours or a college degree may be substituted for some experience as deemed appropriate.
Primary Location: *US-Florida-Daytona Beach
Job Category: Customer Service
Requisition ID: 18004144
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.