Technical Support Representative

$38,085 - $38,085/Yr

Lumen Technologies - Cheyenne, WY

Full-time - Entry Level

Remote - Cheyenne, WY

Telecommunications

About the position

The Technical Support Representative at Lumen is responsible for assisting customers with service-related issues related to voice and high-speed internet. This role focuses on providing technical support through inbound calls, diagnosing problems, and offering solutions without any sales requirements. The position is fully remote, requiring candidates to have a suitable home office setup and reliable internet service.

Responsibilities

• Identify service-related needs of customers and provide appropriate solutions while delivering excellent customer service.
• Diagnose and resolve basic network and modem functionality issues, including troubleshooting landline problems.
• Guide customers through common phone hardware and software configurations to enhance service functionality.
• Provide solutions and resources for customer repair issues.
• Communicate with customers over the phone to provide status updates and ensure service restoration.
• Schedule technician dispatch for on-site service calls when necessary.
• Escalate technical issues to upper-level support when required.

Requirements

• Strong communication skills for effective interaction with customers over the phone.
• Ability to work independently and solve problems in a fast-paced environment.
• Demonstrated strong interpersonal skills when dealing with customers.
• Flexibility to work evenings, weekends, holidays, and overtime as needed.
• Proficiency in multitasking within a Microsoft Windows environment and using various troubleshooting programs.
• Stable high-speed internet service with a minimum speed of 10 mbps and a dedicated workspace free from distractions.

Nice-to-haves

• Experience with standard internet software.
• 6 months of experience in technical support, help desk, or contact centers.

Benefits

• Health insurance coverage
• Life insurance coverage
• Paid time off
• Flexible scheduling options
• Employee discounts on products and services