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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.
This is currently a work from home opportunity that could possibly be moved to an in-office call center position later, at the discretion of management.
The Specialist I Test Technician is responsible for minimizing the number of local field dispatches by analyzing, troubleshooting, and correcting any trouble reports that can be resolved without a dispatch. This would include, but not limited to; Broadband, DSL\\Cable Modems, Wi-Fi analysis, Network Provisioning, Calling Class Features, CPE, Long Distance, VoIP, Cable Television and Outage identification.
The Specialist I Technician will define problems, collect data, establish facts to verify and perform modifications to Central Office switches and other Network Elements to resolve Customer related service interruptions. They will be required to communicate with other internal departments regarding operation issues while adhering to all company policies and procedures. The Specialist I Technician will utilize appropriate diagnostic tools and resources to validate and/or correct customer information.
Essential Job Functions:
Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues to maximize the customer experience in an organized and efficient manner
Troubleshoot customer Voice and Internet problems in a Service Center environment
Complex problem-solving skills
Excellent oral and written communication skills.
Ability to communicate with customers the use of products, services, and features.
Identify roadblocks, solve problems, and makes decisions.
Excellent telephone voice and etiquette.
Analyze customer trouble reports and chats to reduce and eliminate dispatches
Ability to determine dispatch requirements for initial reports.
College Degree or 2-3 years professional work experience. Ability to understand statistical performance measurements and excellent time management skills.
Desired Knowledge of the following systems: Microsoft Office Applications, Working knowledge of Remedy, WinCare, DCRIS, CAMS, Triad, MIROR, Central Office Switch Equipment, DSLAM and Voice Mail Platforms, and internet applications fluency.
High School diploma or equivalent and 2 years professional level experience with 1 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.