Job Description

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen2019s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

Senior Support Desk Associate

The Senior Support Desk Associate is responsible for developing a comprehensive understanding of the company's internal sales systems and processes while acting as the subject matter expert for all internal questions and escalations around these processes. The Senior Support Desk Associate supports the sales team by driving rapid responses from internal teams via these processes and will act as a mentor/training support for new hires or within their Subject Matter Expert level area of expertise systems, as prioritized by Sales Management. The Senior Support Desk Associate engage lead for support as needed.

The Main Responsibilities

Is able to make independent decisions regarding direct user issues related to open tickets/quoting requests.

Will engage lead for support as needed. Problem solves within a specific ystem/process/product realm.
May be asked to proactively determine/create improvements to process or develop solutions to systems/process/products.

Will be able to handle higher volume of tickets/support requests along with engagement in multifaceted projects, including UAT in SME areas.

Output ranks in mid range of overall volume of team.

Will request SME/Lead reviews as needed.

Problem solves within a specific system/process/product realm.
May be asked to proactively determine/create improvements to process or develop solutions to systems/process/products.

Has accumulated knowledge of sales systems and process.

Has attained Subject Matter SME experience in at least one area.

Can quote and/or provide correct guidance to sales in most cases.

What We Look For in a Candidate

3-5 years industry experience experience.

Previous sales/customer support experience.

Possesses some knowledge of internal company systems, products, processes.

Has accumulated knowledge of sales systems and process

Has attained Subject Matter SME experience in at least one area

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition : 241185

EEO Statement
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, marital status, family status, pregnancy, or other legally protected status (collectively, 201Cprotected 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 above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.