Internet Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Boston, MA

posted 22 days ago

Full-time - Entry Level
Remote - Boston, MA
Telecommunications

About the position

The Specialist II role at Kinetic involves handling escalations from Specialist I personnel, technicians, and direct end-user customers. This position is responsible for resolving complex Internet or data network problems through effective coordination with other support teams, ensuring high customer satisfaction and efficient problem resolution.

Responsibilities

  • Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a service center environment
  • Verify Windstream equipment problems/outages and notify correct departments
  • Handle complex escalations from Tier I and other departments
  • Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
  • Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction
  • Proficient trouble ticket management skills
  • Establish and maintain effective relationships with customers to ensure first call resolution and appropriate follow-up
  • Work independently and as a team player, seeking support from Team Lead/Supervisor when necessary
  • Demonstrate awareness of company policies and procedures while applying sound judgment
  • Maintain regular, consistent, and punctual attendance, with flexibility to work different shifts including evenings and weekends

Requirements

  • 1-2 years related technical data and voice troubleshooting experience
  • Excellent listening, analytical, verbal and written communications skills
  • Strong customer service experience with an emphasis on first call resolution
  • Ability to work in a fast-paced, structured, dynamic environment
  • Ability to multitask between multiple tools and systems
  • High degree of technical aptitude
  • High School diploma or equivalent and 4+ years' experience with 3+ years directly related to the job

Nice-to-haves

  • Ability to achieve established goals and performance metrics
  • Fluent knowledge of internet computer applications
  • Understanding of dial-up modems and TCP/IP protocol
  • In-depth knowledge of specialty internet products
  • Strong coaching and mentoring skills
  • Experience with Microsoft Office applications and Windstream billing packages
  • Excellent time management skills

Benefits

  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance
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