Voice Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Tallahassee, FL

Full-time - Entry Level

Tallahassee, FL

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 TDM and VoIP switching platforms. The specialist is expected to provide high-quality customer service, troubleshoot technical issues, and maintain effective communication with customers to enhance their experience.

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.
• Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
• Team Player that also works independently, and seeks Team Lead/Supervisor support, 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. Must be flexible to work different shifts which may include evenings and weekends, holidays, and overtime as necessary.
• Working voice trouble types including complex features and call routing.

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 and interpersonal required.
• Strong customer service experience with an emphasis on first call resolution and follow-through.
• Demonstrates ability to achieve established goals and performance metrics.
• Ability to work in a fast-paced, structured, dynamic and high-transaction environment.
• Ability to maintain regular, consistent and punctual attendance.
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
• A high degree of technical aptitude.
• 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