CenturyLink at http://www.centurylink.com (NYSE: CTL) 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.
CUSTOMER SERVICE SPECIALIST (CSS) Local Network Function: Managing Repair of ATM/FRAME/MOE/GPON IP Connect/Small Cell Services; Network Classification: Regular Full-Time employees are scheduled to work at least forty (40) hours per calendar week., MN Typical Work Hours: Based on the needs of the business. Wage Scale: T
Responsible for identifying and resolving customer reported trouble and/or proactively ticketed trouble, answering customer calls, updating customers of status hourly, and working with Local Exchange Carriers and International carriers to resolve trouble. Resolves complex trouble tickets. Isolates problems on the customer DS0, DS1, and DS3 access circuits on a Frame Relay and ATM network using Naviscore, Cisco Wan Mgr, and INTAS. Troubleshoots Metro Ethernet Customer Repair issues on the Metro Ethernet platform. Troubleshoots GPON IP Connect repair issues. Troubleshoots Small Cell Service repair issues. Solves chronic repair problems by conducting various diagnostic tests using conventional and specialized test equipment and referring to vendor/manufacturer provided documentation to identify the extent and source of obscure, hard-to-resolve problems that have defied routine troubleshooting techniques. Resolves complex network problems involving power, network hardware and software, lines, modems and terminals. Uses software and hardware tools to identify and diagnose network status and problems. Technician for customer/company network systems installation and/or maintenance activities. Works independently with minimal or no supervision. Inbound customer service center structured and fast paced. Communicates with others to provide technical guidance on systems and components. Wears attire that is appropriate for effective interaction with customers. Directs the work of others, determines work schedules of others, commits company resources within defined levels, and escalates problems. This center is open 24 hours a day, 7 days a week. Employees are required to work varying tours and hours including weekends and holidays and mandatory overtime, depending upon employee skills, abilities and the needs of the business. Hours are based on the needs of the business and are subject to change.
Strong technical skill level working on complex assignments within the network systems installation and/or maintenance activities. Familiarity with DS1, DS2, ATM, Frame Relay, Metro Ethernet, and GPON. Must be willing to work day, evening, or night shifts; also to work overtime, emergency call-outs, weekends and holidays as required. Ability to interface directly with customers. Computer literacy, multi-tasking, problem-solving, strong verbal communications, and customer service soft skills are a must.
Alternate Location: US-Minnesota-St Paul
Requisition # : 219497
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/
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.