Specialist II-Kinetic Repair (Internet Tech Support)

Company: Windstream
Location: Greenville
Posted on: January 10, 2022

Job Description:

DescriptionAbout the Role: The Specialist II-Kinetic Repair position is within Windstream's Internet Tier II Support Repair department.-- -The role handles escalations from Tier I personnel, technicians and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems. -- -What You'll Do: Answer incoming calls and support emails 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. Manage trouble tickets with proficiency Demonstrate the ability to establish and maintain effective relationships with customers. Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up. Work as a part of a team, as well as work independently. Will need to seek Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction. Demonstrate awareness of company policies and procedures while applying sound judgment within scope of their empowerment Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. Other duties and responsibilities as assigned -- -Do You Have? 1-2 years related technical internet troubleshooting experience Excellent listening, analytical, verbal and written communications skills and interpersonal required. Must be able to easily identify and articulate complex ideas and issues and give clear direction. Strong customer service experience with an emphasis on first call resolution and follow-through Ability to achieve established goals and performance metrics Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions Regular, consistent and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations Use of computer/ Microsoft Office package Fluent Knowledge of Internet computer applications Ability to organize calls efficiently and resolve customer issues High degree of technical aptitude Understanding of dial-up modems and TCP/IP protocol In-depth knowledge of specialty internet products Strong coaching and mentoring skills IND123QualificationsMinimum Requirements:-- - High School diploma or equivalent and 4 years' experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.Job Category: Customer ServiceLocations: US-Ohio-Twinsburg -US-Arkansas-Harrison -US-Georgia-Cornelia -US-Arkansas-Little Rock -US-Georgia-Dalton -US-South Carolina-Greenville -US-North Carolina-CharlotteEEO Statement:!*!Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.

Keywords: Windstream, Greenville , Specialist II-Kinetic Repair (Internet Tech Support), Other , Greenville, South Carolina