Internet Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Boston, MA

Full-time - Entry Level

Remote - Boston, MA

Telecommunications

About the position

The Specialist II role at Kinetic involves handling escalations from Specialist I personnel, technicians, and direct end-user customers. This position is responsible for resolving complex Internet or data network problems through effective coordination with other support teams, ensuring high customer satisfaction and efficient problem resolution.

Responsibilities

• Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a service center environment
• Verify Windstream equipment problems/outages and notify correct departments
• Handle complex escalations from Tier I and other departments
• Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
• Demonstrate functional skill to take ownership, troubleshoot and resolve technical issues in a single customer interaction
• Proficient trouble ticket management skills
• Establish and maintain effective relationships with customers to ensure first call resolution and appropriate follow-up
• Work independently and as a team player, seeking support from Team Lead/Supervisor when necessary
• Demonstrate awareness of company policies and procedures while applying sound judgment
• Maintain regular, consistent, and punctual attendance, with flexibility to work different shifts including evenings and weekends

Requirements

• 1-2 years related technical data and voice troubleshooting experience
• Excellent listening, analytical, verbal and written communications skills
• Strong customer service experience with an emphasis on first call resolution
• Ability to work in a fast-paced, structured, dynamic environment
• Ability to multitask between multiple tools and systems
• High degree of technical aptitude
• High School diploma or equivalent and 4+ years' experience with 3+ years directly related to the job

Nice-to-haves

• Ability to achieve established goals and performance metrics
• Fluent knowledge of internet computer applications
• Understanding of dial-up modems and TCP/IP protocol
• In-depth knowledge of specialty internet products
• Strong coaching and mentoring skills
• Experience with Microsoft Office applications and Windstream billing packages
• Excellent time management skills

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