Windstream · 4 days ago
Internet Repair Specialist II
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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.
Qualification
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Required
1-2 years related technical data and voice troubleshooting experience
Excellent listening, analytical, verbal and written communications skills, and interpersonal skills 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
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
Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
High degree of technical aptitude
This is a virtual/work from home position. Windstream requires employees working virtually to maintain a distraction-free workplace with sufficient highspeed internet of 25 MBPS or higher.
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.
Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
Preferred
Ability to achieve established goals and performance metrics
Fluent knowledge of internet computer applications
Ability to organize calls efficiently and resolve customer issues
Understanding of dial-up modems and TCP/IP protocol
In-depth knowledge of specialty internet products
Strong coaching and mentoring skills
Experience with Microsoft Office applications and Windstream billing packages
The ability to understand statistical performance measurements and excellent time management skills
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
Company
Windstream
Windstream Holdings is a privately held communications and software company.
Funding
Current Stage
Late StageTotal Funding
unknown2019-01-02Acquired· by Trive Capital Holdings ($330M)
Leadership Team
Recent News
2024-05-12
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