CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice and wireless services to consumers and businesses across the country and advanced entertainment services under the CenturyLink™ Prism™ TV and DIRECTV brands. In addition, the company provides data, voice and managed services to business, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink also is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink's customers range from Fortune 500 companies in some of the country's largest cities to families living in rural America. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations. For more information, visit www.centurylink.com .
There is opening for the Operations Technician I position in the Network Management Service (NMS) NOC located in Minneapolis. Candidates for this position must be available to work any shift, 1 st /Day shift, 2 nd /Evening Shift, or 3 rd /Night shift. The Operations Technician I position is responsible for taking customer calls and opening repair tickets, monitoring the proactive tickets for customer circuits, providing technical support to CenturyLink customers, and giving customers the status of their repairs. Technicians use the ticket system to update ticket logs, notify customers of updates and keep customer contact information current. There may be testing of DS1 circuits and logging of test results in the ticket system.
Essential Job Functions and Responsibilities
o Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and other in a repair situation.
o Initiate internal escalations, as necessary.
o Provide assistance to peers and participate in ongoing repair process improvement activities
o Place proactive outgoing status calls to customers
o Provide follow up and closure of assigned trouble tickets
General Work Competencies / Abilities:
Practicing excellent customer service
Demonstrating proficiency with trouble ticketing application and other internal tools
Ability to work in a fast-paced operational environment
Ability to answer customer calls and work issues via trouble ticket proficiently and independently
Create trouble ticket which summarizes customer reported trouble
Make recommendations based on customer expectations
o Answer inbound calls and/or redirect calls to proper CenturyLink organization if required
o Create trouble ticket which summarizes customer reported trouble
o Provide proactive customer updates on progression of repair.
· Initiate internal escalations on customer’s behalf and provide follow up
· Effectively manages customer expectations (status and clear description of activities)
· Ability to work independently with minimal supervision
· Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
· Ability to learn in an ‘on-the-job’ training environment
· Ability to work all shifts in a 7x24x365 environment
Associate’s degree and 3+ years experience or equivalent combination of education and experience.
1+ year of technical customer call center experience
Cisco and Juniper certifications are a plus
CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
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