OR · Remote
$49K - $66K/yr
... ticket system. What We Look For in a Candidate * Understanding of Optical DWDM Transport Equipment (Infinera, Alcatel/Nokia, Ciena 6500, and/or Waveserver) * Experience supporting Dark Fiber and Wave ...
OR · Remote
$49K - $66K/yr
... ticket system. What We Look For in a Candidate * Understanding of Optical DWDM Transport Equipment (Infinera, Alcatel/Nokia, Ciena 6500, and/or Waveserver) * Experience supporting Dark Fiber and Wave ...
OR · Remote
$58K - $77K/yr
Trouble ticket generation and response; customer interface and escalations. * Monitoring ... With real support and shared accountability, teams collaborate better, move faster, and deliver ...
OR · Remote
$58K - $77K/yr
Trouble ticket generation and response; customer interface and escalations. * Monitoring ... With real support and shared accountability, teams collaborate better, move faster, and deliver ...
OR · Remote
$152K - $202K/yr
Improve ticket performance, efficiency, and service reliability * Support proactive operations driven by AI insights Cross-Functional Collaboration * Partner with operations, IT, and product teams
OR · Remote
$152K - $202K/yr
Improve ticket performance, efficiency, and service reliability * Support proactive operations driven by AI insights Cross-Functional Collaboration * Partner with operations, IT, and product teams
$12.49 - $15.17
2% of jobs
$15.17 - $17.86
11% of jobs
$19.36 is the 25th percentile. Wages below this are outliers.
$17.86 - $20.54
22% of jobs
The median wage is $22.59 / hr.
$20.54 - $23.23
20% of jobs
$23.23 - $25.91
16% of jobs
$27.18 is the 75th percentile. Wages above this are outliers.
$25.91 - $28.60
9% of jobs
$28.60 - $31.28
8% of jobs
$31.28 - $33.97
5% of jobs
$33.97 - $36.65
4% of jobs
$36.65 - $39.34
1% of jobs
$39.34 - $42.03
1% of jobs
$12
$25
$42
To thrive as a Ticket Support professional, you need strong troubleshooting abilities, customer service skills, and a good understanding of technical concepts, often supported by experience in helpdesk or IT support roles. Familiarity with ticketing systems such as Zendesk, Jira, or Freshdesk, and sometimes ITIL certifications, is typically required. Excellent communication, patience, and problem-solving abilities help you resolve client issues efficiently and effectively. Mastery of these skills ensures prompt resolution of customer queries, leading to high satisfaction and seamless business operations.
A Ticket Support job involves assisting customers by responding to their inquiries, troubleshooting issues, and resolving concerns through a ticketing system. Support agents analyze problems, provide solutions, and escalate complex issues when necessary. This role requires strong communication skills, technical knowledge, and the ability to manage multiple customer requests efficiently.
Ticket Support professionals often encounter challenges such as managing a high volume of requests, handling complex or technical issues, and addressing frustrated customers. To navigate these effectively, it's important to stay organized, leverage the features of your ticketing platform to prioritize and track issues, and maintain clear, empathetic communication with users. Ongoing learning about the products or services you support can also help you troubleshoot more efficiently. Many teams provide regular training and collaborate closely, so don't hesitate to seek guidance or share knowledge. Building resilience and maintaining a helpful attitude are key to long-term success in this role.
$49K - $66K/yr
Other
Medical, Life
Posted 7 days ago
8.7
Based on 104 frontline employees who took The Breakroom Quiz
7th of 83 rated telecommunications companies
Lumen is the trusted network for the AIpowered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, highperformance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.
At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.
This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AIready connectivity, join us today.
The Operations Technician II will provide services for Professional Services Control Center (PSCC) customers. The ideal candidate will possess strong technical skills, capable of working on complex assignments related to network systems troubleshooting, isolation, and maintenance activities.
Location:
This position supports a remote work environment; however, candidates must reside within the United States and be able to work scheduled shifts that support a 24/7 operational organization.
Schedule:
This role provides support for a 24/7 operation. While schedules may vary based on business needs, the primary working hours for this position will be swing and mid shifts, including evenings, nights, weekends, and holidays as required. Flexibility to support other shifts and participate in on-call or coverage rotations may be necessary.
Learn more about Lumen's:
#LI-Remote
Requisition #: 342397
Life at Lumen
Life at Lumen is human and connected, even in a fast moving, AIfocused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.
Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.
To learn more about Life at Lumen and how we live the Lumen 8, please visit:
https://jobs.lumen.com/global/en/life-at-lumen
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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, gender expression, 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.
Privacy Notice
Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.
To review Lumen's Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
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Lumen Technologies, headquartered in Monroe, LA, US, is a leader in the telecommunications industry. The company provides an array of solutions ranging from voice, broadband, and video services for consumers, businesses, and governmental agencies. Additionally, they offer data management, cloud, network, and IT services for enterprise customers. Lumen Technologies was founded in 1930, originally as the Louisiana Long Distance Independent Telephone Company. The company’s mission is to further human progress through technology, promoting a robust digital ecosystem, which is reflective of their core values of trust, respect, and innovative problem-solving that aims to have a significant impact on their clients' businesses.
Media and telecom
10,000+ Employees
Monroe, LA, US
1968
