Technical Support Representative
CenturyLink at ~~~ (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the worldâ€™s best networking company by solving customersâ€™ increased demand for reliable and secure connections. The company also serves as its customersâ€™ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
CenturyLink is seeking upbeat customer service contact center representatives to assist current high-speed internet customers with service-related issues, including hardware and software configurations. All inbound contact is with residential customers. Combined with your current computer skills, CenturyLink has an extensive technical support training program for you to achieve success. This is a full-time, contact center position.
â€¢Work with customers to identify service-related needs, and to offer the most appropriate solutions; providing world-class customer service.
â€¢Diagnoses and resolves basic network and modem functionality issues.
â€¢Walk customers through common hardware and software configurations to maximize service functionality.
â€¢Provides solutions for customer repair problems or formulates trouble reports.
â€¢Interface with customers over the phone providing status updates and ensuring service has been restored.
â€¢Schedule a technician dispatch for on-site service calls when necessary.
â€¢Escalate appropriate technical issues to Tier 2 Technical support when needed.
â€¢Requires customer contact and the ability to effectively communicate over the phone with residential customers.
â€¢Must be a flexible, independent, self-motivated problem solver who can consistently work and enjoy a fast pace.
â€¢Demonstrated interpersonal communication skills for communicating with customers.
â€¢Ability to work flexible hours including evenings, weekends, holidays and overtime, is required.
â€¢Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.
â€¢Experience with common internet software is preferred.
â€¢Six months experience in technical support, customer service, help desk, and/or contact center preferred.
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at ~~~/
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.
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.
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.
Website : http://www.centurylink.com/
CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The Company is a global leader in cloud infrastructure and hosted IT solutions for enterprise customers. CenturyLink provides data, voice and managed services in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers for businesses and consumers. The company also offers advanced entertainment services under the CenturyLink® Prism™ TV and DIRECTV brands. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations.