at Lumen in Dover, Delaware, United States
Job Description
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
The Operations Technician I will be responsible for ensuring effective and efficient communication with the company’s offnet vendors to maximize efficiencies to enhance the customer experience. Candidates must have strong written and verbal skills to effectively communicate with internal/external customers which includes, all levels of Management. A basic understanding of Transmission (DS1/DS3/SONET), TCP/IP Collect and analyze data to provide management with insightful and actionable data points regarding offnet vendor experience is vital to this role. As an Operations Technician I you must be able to prioritize critical escalations and effectively drive resolution with the offnet vendor.
This position will be Mid shift. Hours are between 9:00pm MST- 7:00am MST, Tuesday thru Saturday. Exact hours will be discussed with the selected candidate.
Location
This is a work from home position within the U.S.
The Main Responsibilities
+ Participate in meetings with Carriers and internal stakeholders to help drive vendor/carrier performance.
+ Responds to and drives progress on multiple tickets simultaneously, escalation systematically to achieve results in a timely manner.
+ Builds strong connections with carrier counterparts, partnering to ensure consistent delivery on service management expectations. Builds and develops effective carrier relationships, as well as with internal customers.
+ Serves as the primary interface between Customer Service Management team and Carriers to ensure service restoration time is in line with stated targets. Is an effect advocate for the service management teams across the GNOC, initiates, and systematically executes trouble ticket escalations with offnet providers to achieve service performance goals.
What We Look For in a Candidate
+ Associates’s degree or equivalent education and related experience
+ 2+ years of related experience
+ Good negotiation and organizational skills
+ Knowledge and proficiencyin PC applications including Microsoft Outlook, Work, Excel, PowerPoint, SharePoint
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 333885
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing 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, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
Salary Min :
38119
Salary Max :
58850
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.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We’re able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
08/06/2024
