Elite Specialist - Chronic Support
Windstream CommunicationsRemote7 days ago
The position is intended to address our backlog of chronic circuits against our Elite client base. The focus will be specific to these circumstances in which clients experience conditions that reduce the effectiveness of the product sold. The technicians will look to cure the factors contributing to consistently poor performance defined as 3 facility repairs in 30 days OR 5 recorded issues within 45 days (non-facility), and promote continuity defined as no failures for 45 consecutive days. This may include recommendations for design changes and/or more current products to promote continuity (e.g. upgrading from copper) to meet our customers long term needs. The individual will refer these opportunities and work collaboratively with the appropriate account team members.

Responsibilities:
  • Manage incoming and outgoing calls via the below requirements:
o Customer inquiries regarding chronic service/repair related issues.
o Demonstrate ability to communicate clearly while remaining calm and professional
  • Manage a ticket queue via Windstream ticketing system via the below requirements
o Prioritize ticket volume to meet or exceed client’s/Windstream expectations and metrics
o Clearly communicate to customers the next steps and timeframes
o Provide customers with status on existing trouble ticket both on a reactive and proactive basis
o Ticket creation via scripted response
o 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 till ticket resolution
  • Identification/Escalation of potential network service effecting issues.
•• 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 our core company core values as a guide.
  • Proactively resolve obstacles that interfere with client satisfaction and remediation of the chronic service.

Job Requirements

Minimum Requirements: This is based on the position’s pay grade. These are locked down by the compensation department and cannot be edited by the manager.

  • 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 tickets
  • Work individual queue based on severity level and prioritizing work based on the customers’ business needs
  • Understanding of the OSI model and associated methodology is used to form base knowledge for all job activities. Work focuses on troubleshooting layer 2 and 3 issues along with identifying issues at the physical. Certifications that relate to work performed and that will help build candidates towards this position: CCNA or JNCIA
  • Troubleshooting customer TDM and VoIP issues from various legacy voice and soft switches including feature provisioning, translations, call routing, number portability and audio issues. Including but not limited to Lucent 5ESS, Nortel DMS, Genband, SONUS, Metaswitch and Broadsoft platforms
  • Troubleshooting of managed CPE troubles on Cisco or ADTRAN routers
  • The Windstream network is a multi-vendor core environment consisting of Cisco, Juniper, and Alcatel edge and core routers. Customer and network circuits are spread between multiple technologies: T1/T3 and Ethernet. Circuits are built out with devices from several vendors. Technicians need to be able to transfer knowledge between devices and apply same troubleshooting methods regardless of hardware vendor.
  • Technician must understand multiple access levels within hardware devices and be able to issue commands via several different methods (telnet, SSH, RDP, GUI applications). A Level II Technician is expected to be able to connect to, look at, and troubleshoot in all edge and customer premise equipment. They are also required to be able to look at and verify configurations in devices along with making basic configuration changes.
  • Technician must be able to multi-task via multiple circuit databases, ticketing systems, and remote access servers. A Level II Technician needs to be able build out and put on paper circuit designs based on information contained within multiple different circuit and support information databases.
  • Ability to speak competently in regard to customer local networks is important. New Windstream products are providing completely hosted solutions where a Level II Technician will be the customer’s direct LAN support. Communication of complex technical situations to customers occurs on a regular basis and technicians need to be able to distill the issues down into understandable terms for proper referral to customer’s vendors. Technicians also need to be able to work with customer’s technical vendors and provide end of line support for issues identified to be caused by the customer’s LAN vs the Windstream network.
  • Perform other duties as deemed necessary by management

EEO Statement:
Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
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