About LumenLumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.The RoleResponsible for addressing incoming Customer issues as a member of the Field Tech Services Support Team. Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers.The Main Responsibilities
Degree in Technology, telecommunications, or relative field, or related degree desired. Technical degree highly desired. Equivalent experience can be considered.
Possess strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism
Experience supporting Telecom Operations desired, but not required
Experience in dealing with field technicians, LEC (Local Exchange Carriers), and other Carriers desired, but not required
Experience with Ticket Management System, Microsoft Office (Word, Excel & Outlook), Ops Console. Must be detail-oriented, able to understand technical directions, have excellent organizational skills, ability to make quick decisions, multitask, and can work in a team and Call Center environment
Must be willing to work on-call via pager and/or cell phone, including weekends or holidays to support the operations staff
Follow up and follow through with customer issues through the use of internal systems that track, isolate, and resolve customer issues within established time frames
Perform quality checks on time logged, notes provided, overall ticket management by both yourself, and additional resources supporting the work to drive increased revenue and reduction in credits.
Consistently act in a manner that demonstrates concern for quality service and customer satisfaction
Demonstrated knowledge of three major technical disciplines: Transmission (DS1/DS3/SONET), Switching (circuit switching/SS7), and TCP/IP (routers/higher-layer protocols); application of knowledge to facilitate effective interactions between customers and Field technicians to ensure customers’ needs are met
Flexibility to work various shifts on-call or in a 24x7x365 environment as needed by the business.
What We Look For in a CandidateHigh School Diploma/GED or 1 year of relevant job experience. Relevant job experience is described as:
Job experience in a similar industry
Job experience with similar essential duties
CompensationThe starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.Location Based Pay Ranges$35269 - $47025 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.$37000 - $49500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.$38982 - $51975 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.$40838 - $54450 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.Requisition #: 334173Background ScreeningIf 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 (https://jobs.lumen.com/global/en/faq) . 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 OpportunitiesWe 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.DisclaimerThe 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.Salary RangeSalary Min :35269Salary Max :54450This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)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, please report them to us immediately as they are not authorized by our company and may be fraudulent.Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Application Deadline07/31/2024