Customer Communications Technician-CWA
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
The Role
Provisioning/Test & turn up Circuits from DS0 through Optical. Perform test procedures and analyze test results to isolate and determine type of service problem and to assist in restoration of service. May perform test calls or call traces. Ensure coordinated tests are completed when required and activate end-to-end service. Coordinate activities with vendors, outside technicians, testers, and translation groups. Utilize remote test vehicles (transport and switching), interpret testing results and error messages to locate fault, and ensure end-to-end service continuity prior to service activation completion. Perform remote activation of network services such as software cross-connects to establish customer service. Connect, disconnect, and rearrange line translations, connecting customer lines with switch and transport equipment. Interface with customers to keep them informed of status of service, and to confirm proper service has been provisioned or restored. Communicate and negotiate release for all network rearrangement activities with the customer. Proactively act as customer advocate through direct communications in all aspects of the customer’s communication needs, particularly network reliability and application needs. Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) or FAA circuits. Monitor alarms for PSAP circuits. Remotely maintain CPE for PSAPs: equipment and answering systems. Provide support to field CPE technicians working on PSAP equipment and circuits.
The Main Responsibilities
- Demonstrate ability to efficiently and accurately design and process customer orders for CenturyLink products
- Process orders according to SLAs, On Time Performance and quality standards
- Manage the assigned queue using time management skills
- Written and verbal communication of order status
- Manage the assigned queue (could be an ACD call queue w assigned) to maintain service level objectives.
- Knowledgeable and Proficient in complex provisioning requirements
- Working knowledge of equipment elements and solutions across switched and special access, MPLS solutions, local loop and long-haul transport in the telephony network.
- Provide technical support to internal and external customers for engineering, installation and testing of all transport facilities and special and switched access circuits.
- Drive completion of all customer and network orders.
- Assist other departments or work groups, providing requested support as necessary.
- Properly prioritize tasks, orders and assignments.
- Perform other duties as assigned
- Able to demonstrate teamwork and strong problem-solving and some analytical skills.
- Works independently with minimal to normal supervision.
- Able to follow established procedures to fulfill customer order requirements accurately and quickly.
- Exhibit continual learning and development by improving job skills through on the job training and all available learning pathways.
- Intermediate technical understanding of voice, data, ethernet products and related equipment, as well as keeping up with new products or product changes and procedures/design consumption rules.
- Intermediate understanding of design, including both on net and offnet routing configurations.
- Intermediate understanding of customer order requirements and fulfilling requirements via customer design systems/tools – new/modify/disconnect orders and task completions.
- Ability to work in multiple design systems.
- Ability to quickly validate orders to ensure entrance and exit criteria met.
What We Look For in a Candidate
- Computer literacy, multi-tasking, problem solving, strong verbal communications
- Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS and electronic switching systems.
- Prefer 12 months experience working with unbundled circuits, hi cap (T1- to OC 192 systems) dark fiber, IPG, ISDN, and DSO circuits.
- Must be able to work overtime hours as determined by business need.
- Able to demonstrate teamwork and strong problem-solving and some analytical skiils
What to Expect Next
Requisition #: 326612
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. 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.
This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.
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 :
13
Salary Max :
37
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 . 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
