Voice Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Topeka, KS

Full-time - Entry Level

Topeka, KS

Telecommunications

About the position

The Voice Repair Specialist II plays a crucial role in the Kinetic Business Support team at Windstream, focusing on resolving complex telecommunications issues for business customers. This position involves handling escalations from lower-tier specialists and technicians, ensuring effective coordination with various support teams to address problems related to TDM and VoIP switching platforms. The specialist is expected to provide exceptional customer service, troubleshoot voice problems, and maintain high levels of customer satisfaction.

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.
• Demonstrate awareness of company policies and procedures while applying sound judgment within scope of their empowerment.
• Maintain 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