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Trouble Resolution Spec II
Category: Telecommunications
  • Your pay will be discussed at your interview

Job code: lhw-e0-90673644

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Windstream Communications

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
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Trouble Resolution Spec II

*General Summary:*
The Trouble Resolution Specialist is a customer facing role that entails handling inbound customer calls, chat and portal interactions. Technicians will be responsible for troubleshooting reported problems, providing updates and resolution of common network/product troubles. The trouble resolution technician will also be responsible for positioning contract renewal and upsell opportunities as well as Customer Satisfaction (CSAT) targets.

*Job Responsibilities:*
* Initiate diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support
* Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.
* Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations
* Escalate trouble tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
* Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion
* Act as the primary point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on trouble ticket progress, setting realistic expectations, and verify resolution
* Properly code trouble tickets with appropriate closure codes, detailing the results of the testing and resolution
* Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.
* Utilize available technology to efficiently respond to client requests
* Prioritize work to meet or exceed client expectations
* Work in partnership with other Windstream Business service/repair oriented departments to respond to customer issues in a timely fashion
* Proactively resolve obstacles that interfere with job performance and/or job satisfaction
* Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs
*Basic Metrics:*
* Meet MTTR goals of overall trouble tickets
* Meet LEC Referral MTTR goal
* Schedule Adherence of 98% (attendance, punctuality, breaks/lunches)
* Ticket Quality Score of 75% (monitoring 4-8 tickets per month, for ticket quality and customer status)
* Meet a 100% goal of customer status on trouble tickets
* Meet monthly scorecard metrics on multiple factors including tickets resolved, calls in/out, # public notes, quality, CSAT and renewal targets. Technicians are to work a minimum of 4 tickets per hour
* *
*Desired Skills/Abilities & Competencies*
* Intermediate working knowledge of networking WAN/LAN topology
* Ability to isolate layer 1 issues WAN/LAN
* Basic command line interface knowledge
*Required Skills:*
* Working knowledge of Adtran/Cisco routers and switches
* Intermediate ability to evaluate client metrics such as overall bandwidth and QOS setting requirements
* Basic knowledge of voice switch platforms including Nortel DMS, Lucent 5ESS and MetaSwitch (Softswitch)
* Basic scripting and debugging
* Basic working knowledge of network protocols such as ATM, Frame Relay and Ethernet
* Intermediate working knowledge of IP routing protocols such as BGP, OSPF, RIP and static routing
* Intermediate working knowledge of voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP
* Intermediate working knowledge of voice features such as call forwarding, voice mail and hunting as well as LNP process and troubleshooting
* Intermediate knowledge of hosted voice features including MADN, MLHG, softphone, hosted contact center/ACD and mobile communicator.

*Minimum Requirements:*
Associate's Degree in a technical discipline and 3-4 years technical/telephony experience with 2 years directly related to the job; or 6 years of directly related telephony experience or an equivalent combination of education and/or directly related telephony experience required.

**Primary Location:** **US-New York-Rochester*

**Job Category:** **Customer Service*

**EEO Statement:** **Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to**

**Requisition ID:** *18001823*

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