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.