Voice Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Boston, MA

Full-time - Entry Level

Boston, MA

Telecommunications

About the position

The Voice Repair Specialist II is a key role within the Kinetic Business Support team at Windstream, responsible for handling escalations from lower-tier specialists and technicians, as well as direct end-user business customers. This position focuses on resolving complex voice-related issues through effective coordination with various support teams, particularly in TDM and VoIP switching platforms. The role emphasizes customer satisfaction and efficient problem resolution in a 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