CenturyLink Tech Support Technician II in APOPKA, Florida
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
The Tech Support Technician II is responsible for answering inbound telephone inquiries from customers and troubleshooting voice and data related issues by performing activities either with direct assistance or by appropriate processes. The primary job duties involve troubleshooting and creating trouble tickets and escalating customer related issues to the appropriate group.
This position is in our Apopka FL office. No Work At Home arrangements are available for this position.
Responsible for providing service support within the customer base, supporting voice and/or data customers.
Excellent customer service experience and working knowledge of ticketing applications, specific voice and data tools are essential for this position.
Responsible for conducting effective troubleshooting and routing of repair tickets.
Respond to both internal/external customer questions and troubleshoot problems requiring an advanced understanding of troubleshooting procedures issues via phone call or ecommerce. Enter, test, update, close and cancel trouble tickets in the trouble ticket system using appropriate company procedures as well as being knowledgeable of service outages and customer impacting events
Escalate any customer-related issues to the appropriate group or person as necessary.
Demonstrate strong communication skills and the ability to remotely resolve Repair issues as well as diffuse upset customers.
Previous Technical Support experience.
Ability to work flexibly in a 24/7 call center, including evenings, weekends, and holidays.
Strong PC/data entry knowledge.
Alternate Location: US-Florida-Apopka
Requisition # : 213917
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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.
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.