Field Services Associate I

Field Tech Services Support Team Member

Responsible for addressing incoming customer issues as a member of the Field Tech Services Support Team. These requests come via an internal phone system, ticketing system or shared email inbox. Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers. Daily operations consist of answering customer calls, facilitating dispatches for customer troubles, opening tickets, answering emails, closing tickets, and relaying information to the Enterprise Field Operations teams.

Work from home position

10-hour days, 4 days a week

Monday through Friday

On-call rotation during weekends

This is a work from home position within the U.S.

The main responsibilities include:

• Degree in technology, telecommunications, related field, or relative degree desired. Technical degree highly desired. Equivalent experience can be considered.
• Possessing strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism. Follow up and follow through with customer issues through the use of internal systems that track, isolate, and resolve customer issues within established time frames.
• Experience supporting telecom operations desired, but not required
• Experience in dealing with field technicians, LEC (Local Exchange Carriers), and other carriers desired, but not required
• Experience with Ticket Management System, Microsoft Office (Word, Excel & Outlook), Ops Console. Must be detail-oriented, able to understand technical directions, have excellent organizational skills, ability to make quick decisions, multitask, and can work in a team and call center environment. Perform quality checks on time logged, notes provided, overall ticket management by both yourself, and additional resources supporting the work to drive increased revenue and reduction in credits.
• Must be willing to work on-call via cell phone, including weekends or holidays to support the operations staff. Flexibility to work various shifts on-call or in a 24x7x365 environment as needed by the business.
• Consistently act in a manner that demonstrates concern for quality service and customer satisfaction
• Demonstrated knowledge of three major technical disciplines: Transmission (DS1/DS3/SONET), Switching (circuit switching/SS7), and TCP/IP (routers/higher-layer protocols); application of knowledge to facilitate effective interactions between customers and Field technicians to ensure customers' needs are met

What we look for in a candidate includes:

• High school diploma/GED or 1 year of relevant job experience
• Job experience in a similar industry
• Job experience with similar essential duties
• Customer service experience
• Ability to prioritize different avenues of work and multi-task

Compensation:

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location based pay ranges:

• $37,740 - $50,490 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
• $39,762 - $53,015 in these states: CO HI MI MN NC NH NV OR RI
• $41,655 - $55,539 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of health, life, voluntary lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

Equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process.