What are the responsibilities and job description for the Customer Service Specialist - CWA position at Lumen?
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology
The Role
The Customer Service Specialist – Ethernet Enterprise Repair role is responsible for all activities associated with Infrastructure monitoring and repair of the Metro Ethernet network, along with activation/augmentation activities. This is a position requiring technical expertise, troubleshooting skills, and a strong focus on network reliability. The position requires self-direction and urgency, and the ability to work in a fast-paced environment with multiple priorities.
Posting 5/23 - 6/1/2023
The Main Responsibilities
- Responsible for repair activities on the Metro Ethernet, ATM, Frame Relay network Infrastructure.
- Responsible for network monitoring and outage management.
- Responsible for identifying and resolving reported trouble and/or proactively ticketed trouble.
- Responsible for network Infrastructure Activation/Augmentation activities on the Metro Ethernet, ATM networks.
- Takes calls from technicians in the field and central offices for network repair issues or activation/augmentation. Responsible for thorough documentation of work activities.
- Troubleshoots complex repair issues on the Metro Ethernet, ATM, Frame Relay platforms. Solves chronic repair problems by conducting various diagnostic tests using conventional and specialized test equipment and referring to vendor/manufacturer provided documentation to identify the extent and source of obscure, hard-to-resolve problems that have defied routine troubleshooting techniques. Uses software and hardware tools to identify and diagnose network status and problems.
- Takes calls from internal customer support centers reporting trouble on the network. Monitors and provides follow through on repair tickets and escalates as needed.
- This is a fast-paced job w multitasking is required with an ability to prioritize tasks and manage completion of multiple concurrent tickets. Problem solves and uses organizational skills to meet critical management and customer demands measured by key performance indicators.
- Proficiency and ability to multitask or toggle between several computer applications and databases simultaneously.
What We Look For in a Candidate
- Solid knowledge of network layers 1, 2, and/or 3.
- Troubleshooting experience with Ethernet, ATM, Frame Relay, IP, DSL, and/or Transport.
- Troubleshooting experience with CISCO, Alcatel, Lucent, Adtran, Ciena, Calix, Juniper and/or other vendor hardware.
- Troubleshooting experience using a variety of Element Management Systems.
- Strong technical skill level working on complex assignments involving network repair or activation/augmentation.
- Ability to interface directly with internal customers over the phone.
- Computer literacy, multi-tasking, problem-solving, strong verbal communications, and customer service soft skills are a must.
- This center is open 24 hours a day, 7 days a week. Must be willing to work day, evening, and night shifts; also to work overtime, weekends and holidays as required depending upon employee skills, abilities, and the needs of the business. Hours are based on the needs of the business and are subject to change.
- 1 year troubleshooting experience with Ethernet, ATM, Frame Relay, IP, DSL, and/or Transport.
- Advanced knowledge of network layers 1, 2, and 3. CCNA or CCNP Certification.
- Works independently with minimal or no supervision.
- Communicates with others to provide technical guidance on systems and components.
- This is a Network Operations Center that receives a high volume of in-bound calls, trouble tickets, and activation/augmentation tasks. Must demonstrate a sense of urgency.
What to Expect Next
#ibm
Requisition #: 328391
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
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.
Salary Range
Salary Min :
26
Salary Max :
40
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 . 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary : $26 - $0
