Specialist II-Kinetic Repair
 Twinsburg, OH

Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.”

About the Role:

The Spec II handles escalations from Spec 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.

Job Responsibilities:

  • Answer incoming calls, support emails, and chats 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
  • Working voice and data troubles.

Do You Have?

  • The ability 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
  • High School Diploma or GED

Even Better:

  • 1-2 years related technical voice and data troubleshooting experience.
  • Knowledge in voice including switches, TDM (i.e. 5ESS,DMS10, etc.), long distance, and features
  • 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.
  • 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
  • Working knowledge of Metaswitch
  • The ability to understand statistical performance measurements and excellent time management skills

Our Benefits:

  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance
  • https://windstreambenefits.com

About US:

Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

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.