Field Services Associate I

Lumen Technologies•,

8d•$37,740 - $55,539•Remote

About The Position

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance 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 AI‑ready connectivity, join us today. The Role Responsible for addressing incoming Customer issues as a member of the Field Tech Services Support Team. These requests come via an internal phone system, ticketing system or shared email inbox. Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers. Daily operations consist of answering customer calls, facilitating dispatches for customer troubles, opening tickets, answering emails, closing tickets, and relaying information to the Enterprise Field Operations teams.

Requirements

High School Diploma/GED or 1 year of relevant job experience.
Job experience in a similar industry
Job experience with similar essential duties
Customer Service Experience
Ability to prioritize different avenues of work and multi-task
Possessing strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism.
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.
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.

Nice To Haves

Degree in Technology, telecommunications, related field, or relative degree desired. Technical degree highly desired. Equivalent experience can be considered.
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.

Responsibilities

Addressing incoming Customer issues as a member of the Field Tech Services Support Team.
Understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers.
Answering customer calls, facilitating dispatches for customer troubles, opening tickets, answering emails, closing tickets, and relaying information to the Enterprise Field Operations teams.
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.