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Job Details

Windstream Services, LLC

Technical Service Manager I (21000897)

Customer Service

Assistant Manager



New York, United States

*Job Responsibilities:* * Provides concierge experience to our Concierge customers, serving as primary contact for SD-WAN service performance and modifications * Assigned during initial install phase to ensure the customer is aware who will be providing ongoing support post install * Partners with Technical PM to understand what was ordered and remain in the loop through install cycle * Validates the SD-WAN Technical PM has verified below: * Equipment configuration is correct * Circuit IDs and DLR are accurate and documented properly in OSS * Sites are in Monitoring properly * Products are presented to Remedy accurately * Site ID has been established to tie all orders together for a single location * Post install, acts as the customer POC for modifications to SD-WAN/Velo configurations for existing sites * Velo changes are performed by Technical Service Manager * Network changes would continue to be performed by repair or via MACD based on current processes * New orders would flow through CARE or AM/Sales team to process based on current processes * Monitors application performance across SD-WAN and make recommendations as needed to ensure highest level of performance * Ensure ongoing visibility to repair issues impacting SD-WAN services * This position will not perform the repairs but will have knowledge and assist as an escalation point if needed * Monitors assigned Concierge customers performance and ticket history and review Weekly/Monthly/Qtr summary reports with customer * Provides front line visibility into the customers experience and engage Account Manager, Sales, or Sales Engineering if they determine additional opportunities, challenges, or concerns with the customer*Work Experience/Competencies Required:* * Advanced understanding of Voice, Data, and Firewall/SD-WAN technologies * Ability to speak with confidence and clarity to technical and non-technical contacts * Must be able to collaborate and influence across multiple organizations to ensure Windstream services are performing to expectations * Ability to identify gaps and raise to the appropriate groups quickly and with enough detail to take action * 2 Plus years in leadership roleQualifications - External*Minimum Requirements: *College degree and 3-5 years professional level experience with 1 years supervisory experience for roles with supervision; or 7 years professional level related experience with 1 years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related experience required.**Primary Location:** **US-New York-Rochester***Job Category:** **Customer Service****Requisition ID:** *21000897***Other Locations:** *United States*Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.