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Technical Support Specialist

2 months ago

Olympia, Washington, United States Lumen Inc Full time
About Lumen Inc.

Lumen Inc. is a leading provider of digital connectivity solutions, connecting people, data, and applications with speed, security, and reliability. Our mission is to ignite business growth by empowering our customers to thrive in a rapidly changing world.

We are committed to creating a culture of teamwork, trust, and transparency, where our employees feel valued, empowered, and supported to deliver exceptional results. Our commitment to workplace inclusion and employee support is unwavering, and we are proud to have been recognized as one of the greatest workplaces for diversity.

The Role

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing world-class customer service to our clients, resolving technical issues, and ensuring seamless connectivity solutions.

**Key Responsibilities:**

  • Provide technical support to customers via phone, email, or chat
  • Diagnose and resolve technical issues related to network and modem functionality
  • Walk customers through common phone hardware and software configurations to maximize service functionality
  • Provide solutions and resolution resources for customer repair problems
  • Interface with customers to provide status updates and ensure service has been restored
  • Schedule technician dispatch for on-site service calls when necessary
  • Escalate technical issues to upper-level technical support when needed

**Requirements:**

  • Excellent customer service skills and ability to communicate effectively with customers
  • Strong problem-solving skills and ability to work independently in a fast-paced environment
  • Ability to work flexible hours, including evenings, weekends, and holidays
  • Ability to multitask in a Microsoft Windows environment and utilize multiple programs for troubleshooting
  • High-speed internet service with minimum speed of 10 mbps and unlimited internet access

**Preferred Qualifications:**

  • Experience with standard internet software
  • 6 months experience in technical support, help desk, and/or contact centers

**What We Offer:**

  • Competitive hourly rate of $18.31
  • Opportunity to work from home with a dedicated workspace
  • Comprehensive benefits package, including health, life, and voluntary lifestyle benefits
  • Opportunity to grow and develop your career in a dynamic and supportive environment