Internet Repair Specialist II

About the position

The Internet Repair Specialist II at Windstream Communications is responsible for handling escalations from lower-tier support personnel and resolving complex internet and data network issues. This role involves direct interaction with customers, requiring effective communication and problem-solving skills to ensure high customer satisfaction and efficient service delivery.

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 to maximize the customer experience in an organized and efficient manner.
• Proficient trouble ticket management skills.
• Establish and maintain effective relationships with customers, ensuring 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 within scope of their empowerment.
• 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, and interpersonal skills required.
• Strong customer service experience with an emphasis on first call resolution and follow through.
• Ability to work in a fast-paced, structured, dynamic, and high-transaction environment.
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
• 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.

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