Lumen Implementation Tech II - Remote Work in WFH,
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Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.
The Main Responsibilities
Essential Job Duties
• Demonstrate ability to efficiently and accurately process and manage Access Service Requests for one or more Lumen product or access provider
• Process orders according to SLAs, M&Ps / SOPs, On-Time Performance and quality standards
• Manage the assigned queue using time management skills
• Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives.
• Provide technical support for team members
• Perform other duties as assigned
Behavioral & Technical:
•Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
•Collaborative skills and use a team approach to accomplishing work.
•Verbal, written and interpersonal communication skills.Ã¢â¬Â¯
•Demonstrate ability to process tasks as assigned for one or more Lumen voice product
•Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
•Process orders according to SLAs, On Time Performance and quality standards
•Manage the assigned queue using time management skills
•Escalate to a higher level as needed
•Able to provision install, change and disconnect orders with a strong focus for quality and customer care.Ã¢â¬Â¯
•Providing escalation support for lower level techs
•Respond to more complex maintenance and troubleshooting requests
What We Look For in a Candidate
•Assoc degree or equivalent education and relevant experience.
•5-7 years related experience in specific area or equivalent.
• May require technical certification.
• Associate Degree or equivalent experience in Operations, Technology or related field
• Experience working in a fast-paced environment and dealing with ambiguity
• Project management experience
• Familiarity of Lumen Provisioning Systems and Processes
What to Expect Next
Requisition #: 328320
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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.
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This 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)
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