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