WindStream Communications Spec I-CSMB Data/Voice Tech in Greenville, South Carolina

Position Objective:

The Repair Specialist I, performs technical resolution, including analysis, trouble isolation, and repair, while acting as a Customer Advocate for circuit base ILEC SMB internal and external customers. Scope of support includes Voice (TDM and VoIP), Data, and Transport.

Position Activities:
  • Utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair.

  • Maintain workload via a trouble ticket queue i.e. Remedy, detailing each ticket with notes of steps taken, test results, resolution data, expectations and next course of action.

  • Perform customer advocate duties while maintaining a positive and professional manner at all times, especially during high stress situations.

  • Advocate for the customer by working cooperatively with Windstream Field Operations, internal and external vendors, and other internal teams by escalating issues as needed.

  • Provide excellent customer service by communicating progress, next steps, and resolution to customers on a timely and regular basis, via inbound and outbound phone calls, and/or email for each ticket.

  • Contribute to realizing departmental and organizational net promoter score goals (NPS) and mean time to repair objectives (MTTR).

  • Perform other duties as assigned.

Preferred Skills:

  • Possess a general working knowledge of telecommunications products and processes.

  • Possess excellent customer service and interpersonal skills.

  • Possess technical aptitude for performing tasks in switches, routers and other telecommunications equipment.

  • Ability to multi-task between multiple computer applications, such as is the ability to type quickly and accurately while speaking on the phone.

  • General understanding of telecom switching topology, network architectures, and Outside Plant Layout (OSP)

  • General knowledge of theOpen Systems Interconnection (OSI) model.

  • Experience with troubleshooting and testing of Layer One Transport using remote testing tools.

  • Experience with trouble ticketing and inventory systems, such as Remedy and MetaSolve (MSS).

  • Ability to read and comprehend Circuit Layout Records (CLR) and Design Layout Records (DLR).

  • Experiencewith voice switches and edge routers with regards to troubleshooting. Specifically, Lucent 5eSS, Nortel DMS, Metaswitch, Cisco, Juniper, and Adtran customer premise equipment (CPE) routers

  • Ability to troubleshoot managed equipment such as routers and channel banks

Required Work Habits/Behaviors:

  • Ability to work a flexible schedule.

  • Punctuality and reliability.

  • Ability to Multitask.

  • Ability to work with teammates effectively in collaborative work environment.

  • Ability to effectively handle distractions.

  • Must be able to communicate effectively, respectfully and professionally through written and verbal means.

  • Must understand and adhere to departmental, organizational, and company policies.

  • Must be open to coaching and development

  • Adapts to change quickly and easily.

  • Shows willingness to learn new methods, procedures, or techniques.

  • Ability to shift strategy or approach based on the demands of work.

    Minimum Requirements :

    Associate 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.

Primary Location: *US-South Carolina-Greenville

Job Category: Customer Service

Requisition ID: 18004439

Other Locations: US-North Carolina-Charlotte

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.