Voice Repair Specialist II

$35,000 - $43,300/Yr

Windstream - Oklahoma City, OK

Full-time - Entry Level

Oklahoma City, OK

Telecommunications

About the position

The Voice Repair Specialist II role at Windstream Communications involves handling escalations from lower-tier support personnel and directly assisting business customers with complex voice-related issues. This position is crucial for ensuring high customer satisfaction through effective problem resolution and coordination with various support teams, particularly in TDM and VoIP environments.

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
• Proficient trouble ticket management skills
• 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
• Demonstrate awareness of company policies and procedures while applying sound judgment
• Maintain regular, consistent and punctual attendance, with flexibility to work different shifts including evenings, weekends, and holidays
• Work with complex voice trouble types including 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
• Strong customer service experience with an emphasis on first call resolution and follow-through
• 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
• 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)

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