Field Services Associate I- Broomfield, CO and Tulsa, OK
Lumen

Broomfield, Colorado

Posted in Retail


This job has expired.

Job Info


About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

 

Responsible for addressing incoming Customer issues as a member of the Field Tech Services Support Team. Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers.

The Main Responsibilities

 

  • Degree in Technology, telecommunications, or relative field, or related degree
  • desired. Technical degree highly desired. Equivalent experience can be considered.
  • Possess strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism.
  • Ability to identify problems and implement solutions.
  • A quick learner who can perform under stressful conditions.
  • Ability to exercise independent judgment and work with minimal supervision.
  • Experience supporting Telecom Operations desired, but not required.
  • Experience in dealing with field technicians, LEC (Local Exchange Carriers) and other Carriers desired, but not required.
  • Experience with Ticket Management System, Microsoft Office (Word, Excel & Outlook), Ops Console. Must be detail oriented, ability to understand technical directions, excellent organizational skills, ability to make quick decisions, multitask and can work in a team and Call Center environment.
  • Strong analytical skills
  • Strong verbal and written communication skills
  • Ability to effectively prioritize workload
  • Resourceful, innovative, and creative
  • Ability to work extra hours as needed
  • Must be willing to work on-call via pager and/or cell phone, including weekends or holidays to support the operations staff.
  • Follow up and follow through customer issues through the use of internal systems that track, isolate, and resolve customer issues within established time frames.
  • Perform quality checks on time logged, notes provided, over-all ticket management by both yourself, and additional resources supporting the work to drive increased revenue and reduction in credits.
  • Consistently act in a manner that demonstrates concern for quality service and customer satisfaction.
  • Demonstrated knowledge of three major technical disciplines: Transmission (DS1/DS3/SONET), Switching (circuit switching/SS7), and TCP/IP (routers/higher-layer protocols); application of knowledge to facilitate effective interactions between customers and Field technicians to ensure customers’ needs are met.
  • Flexibility to work various shifts on-call or in a 24x7x365 environment as needed by the business.
  •  Identify gaps and provide feedback for resolution.

What We Look For in a Candidate

 

High School Diploma/GED or 1 year of relevant job experience. Relevant job experience is
described as:

  • Job experience in a similar industry
  • Job experience with similar essential duties
     

Physical Requirements:

Office – Sits 5 to 7 hours per day; Bend, reach, stoop and crouch; lift 10 lbs.
 

Preferred Education, Skills, and Experience:

 

  • Experience: &2 yrs
  • Education Level: High School/GED
  • Field Of Study: Technology, telecommunications, or related field
  • Attention to detail with good organizational capabilities.
  • Ability to prioritize with good time management skills.
     

 

What to Expect Next

Requisition #: 244384

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer
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.


This job has expired.

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