Customer Communications Tech

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Provisioning/Test and turn up Circuits from DS0 through Optical

Perform test procedures and analyze test results to isolate and determine type of service problem and to assist in restoration of service. May perform test calls or call traces. Ensure coordinated tests are completed when required and activate end-to-end service. Coordinate activities with vendors, outside technicians, testers, and translation groups. Utilize remote test vehicles (transport and switching), interpret testing results and error messages to locate fault, and ensure end-to-end service continuity prior to service activation completion. Perform remote activation of network services such as software cross-connects to establish customer service. Connect, disconnect, and rearrange line translations, connecting customer lines with switch and transport equipment. Interface with customers to keep them informed of status of service, and to confirm proper service has been provisioned or restored. Communicate and negotiate release for all network rearrangement activities with the customer. Proactively act as customer advocate through direct communications in all aspects of the customer's communication needs, particularly network reliability and application needs. Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) or FAA circuits. Monitor alarms for PSAP circuits. Remotely maintain CPE for PSAPs: equipment and answering systems. Provide support to field CPE technicians working on PSAP equipment and circuits.

The Main Responsibilities

• Utilize and interpret documentation and methods and procedures to solve problems.
• Utilize process flow to analyze and manage work efforts.
• Manage and coordinate work efforts by interfacing with several work groups, both internal and external, escalating as necessary.
• Read, interpret and complete detailed design work, and update database assignments.
• Work in various databases and systems (e.g., TIRKS, NMA, INTAS), to ensure consistent data across all applications.
• Review, interpret and work with information on route layouts, cable make-up, cable records, Facilities Assignment Centers Services (FACS), exchange and/or trunk cable books or transfer sheets.
• Utilize CLLI (Common Language Location Identification), CLCI (Common Language Circuit Identification), CLEI (Common Language Equipment Identification), and CLFI (Common Language Facility Identification) codes to determine assignments.
• Issue work request and initiates dispatch when physical work/installation is required.

Additional Responsibilities - Provisioning/Repair

• Perform test procedures and analyze test results to isolate and determine type of service problem and to assist in restoration of service.
• May perform test calls or call traces.
• Ensure coordinated tests are completed when required and activate end-to-end service.
• Coordinate activities with vendors, outside technicians, testers, and translation groups.
• Utilize remote test vehicles (transport and switching), interpret testing results and error messages to locate fault, and ensure end-to-end service continuity prior to service activation completion. Perform remote activation of network services such as software cross-connects to establish customer service.
• Connect, disconnect, and rearrange line translations, connecting customer lines with switch and transport equipment.
• Interface with customers to keep them informed of status of service, and to confirm proper service has been provisioned or restored.
• Communicate and negotiate release for all network rearrangement activities with the customer.
• Proactively act as customer advocate through direct communications in all aspects of the customers communication needs, particularly network reliability and application needs.
• Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) or FAA circuits.
• Monitor alarms for PSAP circuits.
• Remotely maintain CPE for PSAPs: equipment and answering systems.
• Provide support to field CPE technicians working on PSAP equipment and circuits.

Additional Responsibilities - Design

• Complete service designs(system-aided and/or manually), select and order (plug-ins) appropriate equipment and/or facilities for services requiring detail engineering.
• Ensure customer service design has performance monitoring and preferred capabilities.
• Design services which are unique or have unusual customer-driven design constraints to meet customer requests.
• Design network paths to ensure diversity(e.g., 911 circuits, FAA).
• Provide documentation regarding network diversity as required.
• Completes call-through testing to ensure translation and database accuracy prior to notification to the customer.

What We Look For in a Candidate

Work Environment:

• Share room with others doing similar work.
• Primarily perform work duties sitting or standing at a workstation utilizing a computer for extended periods of time.
• Ability to work varying shifts and hours including possible mandatory overtime and holidays.

Training Required in Title:

• On-the-job training.

Occupational Job information/Requirements:

• Job Group: OCA
• Job Code: 57
• Wage Scale: 1
• Time-in-title / Location: 30/18
• Job Performance and Attendance Record: Satisfactory performance and attendance in present job.

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

Minimum Annual Base Salary / Hourly Wage $14.33
Maximum Annual Base Salary / Hourly Wage $39.54

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 333120

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Application Deadline

04/30/2024

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