Voice Repair Specialist II

WindStream Communications Voice Repair Specialist II Annapolis, Maryland Apply Now

Monday, October 7, 2024

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations, and carrier partners across the U.S.

Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better.

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!

*This position can be filled remotely anywhere within the country.*

About the Role

Come be a part of the future of telecommunications by joining our expanding Kinetic Business Support team as we grow our business customer base! The Voice Repair Specialist II handles escalations from Specialist I personnel, technicians, and direct end-user business customers and resolves complex problems through effective coordination and facilitation with other support teams of complex TDM and VoIP switching platforms.

What You'll Do:

1. Answer incoming calls, support emails, and chats during shift and troubleshoot customer voice problems in a service center environment.
2. Verify Windstream equipment problems/outages and notify correct departments.
3. Handle complex escalations from Tier I and other departments.
4. Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution.
5. 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.
6. Establish and maintain effective relationships with customers, ensuring first call resolution and appropriate follow-up.
7. Work independently as well as part of a team, seeking Team Lead/Supervisor support when necessary, with a strong emphasis on high customer satisfaction.
8. Demonstrate awareness of company policies and procedures while applying sound judgment within the scope of their empowerment.
9. Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, holidays, and overtime as necessary.
10. Other duties and responsibilities as assigned.

Do You Have?

1. Excellent listening, analytical, verbal, and written communications skills.
2. Strong customer service experience with an emphasis on first call resolution and follow-through.
3. Ability to work in a fast-paced, structured, dynamic, and high-transaction environment.
4. Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations.
5. A high degree of technical aptitude.
6. Strong coaching and mentoring skills.
7. Ability to understand statistical performance measurements and excellent time management skills.

Even Better:

1. Fluent knowledge of internet computer applications.
2. 1-2 years related technical voice troubleshooting experience.
3. High School diploma or equivalent and 4+ years experience with 3+ years directly related to the job.

Physical Tasks - Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100% | Near Vision: Continuously: 67-100% | Far Vision: Occasionally: 0-33% | Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance : Computer, Printer, Telephone, Basic Office Supplies

Windstream CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success.

Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law.