Voice Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Juneau, AK

Full-time - Entry Level

Juneau, AK

Telecommunications

About the position

The Voice Repair Specialist II role at Windstream Communications involves handling escalations from lower-tier specialists and technicians, as well as directly assisting business customers with complex voice-related issues. This position is crucial for ensuring effective problem resolution through coordination with various support teams, particularly in managing TDM and VoIP switching platforms. The specialist is expected to provide exceptional customer service, troubleshoot technical issues, and maintain high levels of customer satisfaction in a fast-paced service center environment.

Responsibilities

• Answer incoming calls, support emails, and chats during shift and troubleshoot customer voice problems.
• 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.

Requirements

• High School diploma or equivalent and 4+ years experience with 3+ years directly related to the job.
• 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.
• A high degree of technical aptitude.
• Strong coaching and mentoring skills.

Nice-to-haves

• Fluent knowledge of internet computer applications.
• Use of computer/Microsoft Office package/Windstream billing packages.
• 1-2 years related technical voice troubleshooting experience.
• Knowledge in voice including switches, TDM and VoIP.

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