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Internet Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Lincoln, NE

posted 30 days ago

Full-time - Entry Level
Remote - Lincoln, NE
Telecommunications

About the position

The Internet Repair Specialist II at WindStream Communications is responsible for handling escalations from Specialist I personnel and technicians, as well as resolving complex internet and data network problems for end-user customers. This role involves troubleshooting customer issues, managing trouble tickets, and ensuring high customer satisfaction through effective communication and 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 to maximize the customer experience in an organized and efficient manner.
  • Proficient trouble ticket management skills.
  • Establish and maintain effective relationships with customers, ensuring 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 within scope of their empowerment.
  • 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, and interpersonal skills required.
  • Strong customer service experience with an emphasis on first call resolution and follow through.
  • Ability to work in a fast-paced, structured, dynamic, and high-transaction environment.
  • Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
  • High degree of technical aptitude.

Nice-to-haves

  • Ability to achieve established goals and performance metrics.
  • Fluent knowledge of internet computer applications.
  • Ability to organize calls efficiently and resolve customer issues.
  • 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.
  • Understanding of statistical performance measurements and 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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