WindStream Communications Trouble Resolution Specialist in Rochester, New York
General Summa ry: The Trouble Resolution Specialist is a customer facing roll including handling inbound customer calls, chat and portal interactions. Technicians will be responsible for troubleshooting reported problems, providing updates and resolution of common network/product troubles. The trouble resolution technician will also be responsible for positioning contract renewal and upsell opportunities as well as Customer Satisfaction (CSAT) targets.
Initiate diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support
Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.
Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations
Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion
Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution
Properly code Trouble Tickets with appropriate closure codes, detailing the results of the testing and resolution
Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.
Utilize available technology to efficiently respond to client requests
Prioritize work to meet or exceed client expectations
Work in partnership with other Windstream Business service/repair oriented departments to respond to customer issues in a timely fashion
Proactively resolve obstacles that interfere with job performance and/or job satisfaction
Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs
o Meet MTTR goals of overall Trouble Tickets
o Meet LEC Referral MTTR goal
o Schedule Adherence of 98% (attendance, punctuality, breaks/lunches)
o Ticket Quality Score of 75% (monitoring 4-8 tickets per month, for ticket quality and customer status)
o Meet a 100% goal of Customer Status on Trouble Tickets
o Meet Monthly Scorecard metrics on multiple factors including tickets resolved, calls in/out, # public notes, quality, CSAT and Renewal targets. Technicians are to work a minimum of 4 tickets per hour
Desired Skills / Abilities & Competencies:
Intermediate working knowledge of networking WAN/LAN topology
Ability to isolate layer 1 issues WAN/LAN
Basic Command Line interface knowledge
In addition to the above, the Trouble Resolution NON-FACILITY position requires at least (but not limited to) two of the following:
Working knowledge of Adtran/Cisco routers and switches
Intermediate ability to evaluate client metrics such as overall bandwidth and QOS setting requirements
Basic knowledge of voice switch platforms including Nortel DMS, Lucent 5ESS and MetaSwitch (Softswitch)
Basic scripting and debugging
Basic working knowledge of Network protocols such as ATM, Frame Relay and Ethernet
Intermediate working knowledge of IP routing protocols such as BGP, OSPF, RIP and STATIC ROUTING
Intermediate working knowledge of voice protocols such as CAS, ISDN, SS7, MGCP, H.323, and SIP
Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting as well as LNP process and troubleshooting
Intermediate knowledge of Hosted Voice features including MADN, MLHG, Softphone, Hosted Contact Center/ACD and mobile communicator. Preferred Education and Experience:
AAS Degree in Computer Science or equivalent combination of education and experience.
Experience in a technical service, help desk, or service desk environment
High School diploma or equivalent and 2-3 years technical/telephony experience. Associates Degree in technical discipline preferred. College hours or a college degree may be substituted for some experience as deemed appropriate.
Primary Location: *US-New York-Rochester
Job Category: *Customer Service
EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran. Windstream is a drug-free workplace.
Requisition ID: 18001576