Tech Support Technician II-Apopka, FL
Lumen

The Role

START A NEW CAREER WITH LUMEN SUPPORTING THE CENTURYLINK BRANDED PRODUCTS!

Lumen is seeking upbeat customer service contact center representatives to assist current CenturyLink voice and high-speed internet customers with service related issues including hardware and software configurations.  All contacts are inbound and are technical support only, NO SALES REQUIREMENTS. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success. This is a full-time, contact center position in Apopka, FL. In response to the COVID-19 pandemic, this position will begin working remotely from home on a temporary basis. This position will be required to transition to a Lumen office at a later date set by the company. Employees will be provided ample notice of that date, once it is set.

Working at Lumen you'll receive:

• Comprehensive benefits package
• Extensive training
• Fully funded tuition assistance program (up to $5,200 per year available)!
• 401k savings with company match
• Fitness reimbursement (up to $25 per month)
• Wellness Rewards (up to $600 self or $1200 per couple)
• Survivor Benefit (6 months salary paid to surviving eligible family members)

The Main Responsibilities

• Works with customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service.
• Diagnoses and resolves basic network and modem functionality issues troubleshooting.
• Walks customers through common phone hardware and software configurations to maximize service functionality. 
• Provides solutions and resolution resources for customer repair problems.
• Interfaces with customers over the phone providing status updates and ensuring service has been restored.
• Schedules a technician dispatch for on-site service calls when necessary.
• Escalates appropriate technical issues to upper level technical support when needed.

 

What We Look For in a Candidate

• Ability to work Monday - Friday between the hours of 6:50 am – 10:00 pm .However, schedules are done quarterly and subject to change based on business needs.
• Requires customer contact and the ability to effectively communicate over the phone with both internal and externtal customers.
• Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast paced environment.
• Demonstrated strong interpersonal communication skills when working with both internal and external customers.
• Ability to work flexible hours including evenings, weekends, holidays and overtime is required.
• Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
• Experience with common internet software is preferred.
• Preferred but not required: 6 months experience in technical support, help desk, and/or contact centers.

 

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.