Implementation Technician II
Posted on: 26 Nov 2021
Broomfield, CO | Rochester, NY | Tulsa, OK
Job Description
The Role
Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.
The Main Responsibilities
Essential Job Duties
• Demonstrate ability to efficiently and accurately process and manage Access Service Requests for one or more Lumen product or access provider
• Process orders according to SLAs, M&Ps / SOPs, On-Time Performance and quality standards
• Manage the assigned queue using time management skills
• Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives.
• Provide technical support for team members
• Perform other duties as assigned
Behavioral & Technical:
•Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
•Collaborative skills and use a team approach to accomplishing work.
•Verbal, written and interpersonal communication skills.
•Demonstrate ability to process tasks as assigned for one or more Lumen voice product
•Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
•Process orders according to SLAs, On Time Performance and quality standards
•Manage the assigned queue using time management skills
•Escalate to a higher level as needed
•Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
•Providing escalation support for lower level techs
•Respond to more complex maintenance and troubleshooting requests
What We Look For in a Candidate
Qualifications:
•Assoc degree or equivalent education and relevant experience.
•5-7 years related experience in specific area or equivalent.
• May require technical certification.
Preferred Qualifications:
• Associate Degree or equivalent experience in Operations, Technology or related field
• Experience working in a fast-paced environment and dealing with ambiguity
• Project management experience
• Familiarity of Lumen Provisioning Systems and Processes
CenturyLink
Monroe, LA
CenturyLink, Inc. provides various communications services to residential, business, wholesale, and governmental customers in the United States and internationally. The company operates in two segments, Business and Consumer. It offers VPN data network services; Ethernet services; Internet protocol (IP) services; facilities-based Prism TV service, as well as satellite digital television services; CDN services; and Vyvx broadcast services. The company also provides broadband services, which allow customers to connect to the Internet through their existing telephone lines or fiber-optic cables; private line services for transmission of data between sites; wavelength services; and colocation and data center services, such as hosting, cloud, and managed solutions. In addition, it offers network management, installation and maintenance of data equipment, and building of fiber-optic broadband networks; professional services; and network security services, as well as sells equipment.
Further, the company offers voice services; voice over IP services; and managed services comprising network, hosting, cloud, and information technology services, as well as leases and subleases space in its office buildings, warehouses, and other properties. As of December 31, 2018, it served approximately 4.8 million broadband subscribers. CenturyLink, Inc. was founded in 1968 and is based in Monroe, Louisiana.
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IndustryTelecommunications
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No. of Employees45, 000
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Website
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Jobs Posted769
