Voice Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Concord, NH

Full-time - Entry Level

Concord, NH

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 direct end-user business customers. This position is crucial for resolving complex issues related to TDM and VoIP switching platforms, ensuring high customer satisfaction through effective problem-solving and coordination with various support teams.

Responsibilities

• Answer incoming calls, support emails, and chats during shift and troubleshoot customer voice 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.
• Demonstrated ability to 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, with a strong emphasis on high customer satisfaction.
• Demonstrates awareness of company policies and procedures while applying sound judgment within scope of their empowerment.
• Regular, consistent and punctual attendance, with flexibility to work different shifts including evenings, weekends, holidays, and overtime as necessary.

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 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.
• A high degree of technical aptitude and strong coaching and mentoring skills.
• Ability to understand statistical performance measurements and excellent time management 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 (i.e. 5ESS, DMS10, etc.) and VoIP (Metaswitch), long distance, and features.

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