Specialist II-Data & Voice Tech

**$500 Sign on bonus** ***This position can be filled remotely anywhere within the country.*** About the Role: The Repair Specialist II, performs technical problem resolution, including analysis, trouble isolation and repair. Duties will include acting as a Customer Advocate in a Repair Center for all Windstream internal and external, voice, data, and VoIP Services. What You'll Do: - Utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair. - Maintain workload via a trouble ticket queue, detailing each ticket with notes of steps taken, test results, resolution data, expectations and next course of action. - Perform customer advocate duties while maintaining a positive and professional manner at all times, especially during high stress situations. - Advocate for the customer by working cooperatively with Windstream Field Operations, internal and external vendors, and other internal teams by escalating issues asneeded. - Provide excellent customer service by communicating progress, next steps, and resolution to customers on a timely and regular basis, via inbound and outbound phone calls, and/or email for each ticket. - Contribute to realizing departmental and organizational net promoter score goals (NPS) and mean time to repair objectives (MTTR). - Perform other duties as assigned. Do You Have? - Proficient understanding of telecom switching topology, network architectures, and Outside Plant Layout (OSP) - Proficient knowledge of the Open Systems Interconnection (OSI) model - Ability to effectively troubleshoot and test Layer One using remote testing tools - Proficient with trouble ticketing and inventory systems, such as Remedy and MetaSolv (MSS) - Proficient comprehension of Circuit Layout Records (CLR) and Design Layout Records (DLR) - Proficient experience with voice switches and edge routers with regards to troubleshooting specifically with Lucent 5eSS, Nortel DMS, Genband G9, Cisco, Juniper, and Adtran customer premise equipment (CPE) routers - Technical ability to troubleshoot managed equipment such as routers and channel banks Even Better: - Ability to communicate effectively, respectfully and professionally through written and verbal means - Ability to understand and adhere to departmental, organizational, and company policies - Openness to coaching and development - Independent and sound decision making skills - Ability to work with minimal supervision - Ability to adapt to change quickly and easily - Willingness to learn new methods, procedures, or techniques - Ability to shift strategy or approach based on the demands of work Our Benefits: - Medical, Dental, Vision Insurance Plans - 401K Plan - Health & Flexible Savings Account - Life and AD&D, Spousal Life, Child Life Insurance Plans - Educational Assistance Plan - Identity Theft, Legal, Auto & Home and Pet Insurance - https://windstreambenefits.com About US: Windstream Holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S. *$500 Sign on Bonus to be paid in 2 installments. First payment of $250 will be paid 120 days after employment. Second payment of $250 will be paid 270 days after employment. You must be a new employee with Windstream and employed at time of payout in order to receive sign on bonus. IND123