WindStream Communications Internet Technical Support- Tier II in Twinsburg, Ohio
__ This is a Specialist I position in our Internet Tier II Support department located in Twinsburg, Ohio. The Spec I handles escalations from Tier I personnel, technicians and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems.
Core Responsibilities: * Answer incoming calls and support emails during shift and troubleshoot customer Internet problems in a Service Center environment * Verify Windstream equipment problems/outages and notify correct departments * Handle complex escalations from Tier I and other departments. * Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution * Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction to maximize the customer experience in an organized and efficient manner. * Proficient trouble ticket management skills * Demonstrated ability to establish and maintain effective relationships with customers. Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up. * Team Player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction. * Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment * Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. * Other duties and responsibilities as assigned _ _Qualifications:
Desired Qualifications: * 1-2 years related technical internet troubleshooting experience * Excellent listening, analytical, verbal and written communications skills and interpersonal required. Must be able to easily identify and articulate complex ideas and issues and give clear direction. * Strong Customer Service experience with an emphasis on first call resolution and follow-through * Demonstrates ability to achieve established goals and performance metrics. * Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions * Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. * Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations * Use of computer/ Microsoft Office package/ Windstream billing packages * Fluent Knowledge of Internet computer applications * Ability to organize calls efficiently and resolve customer issues * High degree of technical aptitude * Understanding of dial-up modems and TCP/IP protocol * In-depth knowledge of specialty internet products * Strong coaching and mentoring skills
*Minimum Requirements: *High School diploma or equivalent and 4 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.
Primary Location: *US-Ohio-Twinsburg
Job Category: Customer Service
Requisition ID: 19001400
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.