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.

Job Responsibilities:

  • 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

  • Basic Metrics:

    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

    Minimum Requirements:

    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