CenturyLink Operations Technician I in NEW CENTURY, Kansas
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.
This customer facing position is responsible for the creation of repair tickets and providing initial triage of customer reported DS1 and Ethernet circuit issues and basic VOIP-related customer reported problems.
The purpose of this position is to interact directly with customers and customer vendors (via phone, email, and ticket logs), as well as with internal CenturyLink VOIP Repair Teams (Core and Tier II), Provisioning, LEC Management/NDC, and 911 support teams (BVOIP Fallout, Comtech and West Safety Services).
This position has direct impact on defining the initial customer experience, including timeliness of initial ticket creation, effective communication with the customer, and ticket resolution.
Answer any incoming calls within 20 seconds - 80% of the time to meet ACD objectives by logging into Cisco remain logged in while on duty and in the ready mode.
Remote into network and CPE routers, pull stats, and troubleshoot as required.
Successfully test circuits using the INTAS test system.
Remain logged into Cisco, NTM Remedy/Ops Console, LIMS, and other required systems while on duty.
Status customers and close tickets.
Thoroughly communicate testing and maintenance results in Remedy.
Respond to customer requests in a helpful, professional manner.
Communicate politely and professionally.
Perform appropriate test while customer is online.
Communicate customer requests for escalation to appropriate work groups/individuals.
Communicate roadblocks to appropriate work group/individuals to assist maintenance resolution within key service measure objectives.
Escalate roadblocks to obtain a positive response.
Communicate with all levels of management (Supervisor – Manager - Director).
Responsible for follow-up/resolution to escalations.
Adherence to shift schedules.
Maintain compliance to Century Link processes and procedures, and Unifying Principles.
Individual performance meets quality guidelines and performance objectives.
Requirements / Technical Knowledge
1-5 years of experience troublshooting DS1 ad Ethernet Services
1-5 years of experience troubleshooting VoIP services
Shift work after normal hours/week-end/holiday
Overtime when circumstances dictate
Circuit Design & Layout
Alternate Location: US-Kansas-New Century
Requisition # : 212724
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.