WindStream Communications Specialist I-Customer Support (RR) in Daytona Beach, Florida
Working from several call and email queues to assist customers with triaging trouble and or service requests, opening tickets/ orders to the correct group within Windstream and work SMB first call resolution tickets.
Opening tickets for Network Operations Center, SMB Help Desk or LEC.
Opening tickets in iSupport for dispatch of solution center techs/ also dispatching other 3rd party Business Partners.
Issuing RMA’s for equipment replacement.
Utilize and multi-task between many systems to verify the customer's Windstream services to ensure they are setup correctly.
Learn concepts and tools used by Help Desk Technicians to improve ticket quality and increase the resolution of customer issues on the first call.
Send out Customer Satisfaction Surveys.
Open and/ or provision Customer Premise Equipment (CPE) accounts in system for SMB tickets to be issued/ worked.
Open Oracle Service orders for 3rd party dispatch.
Invoicing all Remote Support service tickets.
Assist all EFC Customer Service customers
Process LEX orders for EFC local Resale customers
Other duties may be assigned.
High School diploma or equivalent and at least 6 months experience. College hours or a college degree may be substituted for some experience as deemed appropriate.
Primary Location: *US-Florida-Daytona Beach
Job Category: *Customer Service
EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer. Windstream is a drug-free workplace.
Requisition ID: 17003686