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Voice Repair Specialist II

1 month ago

Harrison, Arkansas, United States Windstream Full time
About the Role

Windstream is seeking a skilled Voice Repair Specialist II to join our expanding Kinetic Business Support team. As a key member of our team, you will handle escalations from Specialist I personnel, technicians, and direct end-user business customers, resolving complex problems through effective coordination and facilitation with other support teams of complex TDM and VoIP switching platforms.

Key Responsibilities:
  • Answer incoming calls, support emails, and chats during shift and troubleshoot customer voice 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
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
  • Excellent listening, analytical, verbal and written communications skills and interpersonal required
  • Strong customer service experience with an emphasis on first call resolution and follow-through
  • Ability 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
Benefits:
  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance