Operations Technician 1

Company Name:
# Job Description
This customer facing position is responsible for providing one call resolution to customer reported 1+ Long Distance, Toll Free, and International problems.
The incumbent works with customers, LECs, Voice & Data repair organizations, as well as other internal Qwest work groups.
Essential Job Functions and Responsibilities Answer inbound customer trouble calls. Redirect calls to proper Qwest organization if required.
Create trouble ticket which summarizes customer repair issue
Perform trouble isolation and resolution on customer reported problems associated with the servic reporting the problem (1+ Long Distance, Toll Free, and International) Engage additional Technical Assistance teams to assist with trouble resolution
Follow up and closure of assigned trouble tickets
# Job Requirements
Basic Qualifications:
At least 1 year of technical call center experience
Understanding of switch translations
Next Generation soft switch, DMS-250 or DMS-500 switch translations
Ability to work all shifts in a 24 x 7 environment
MS Office application suite
Apply excellent customer service skills
Ability to work independently with lead technician or supervisor assistance
Experience meeting work deadlines
Must be able to multitask Preferred Qualifications:
Ability to work relatively straightforward trouble and/or maintenance assignments related to network switching equipment to resolve routine trouble tickets with the guidance of a Sr. or lead technician.
Familiarity of routing and translations
Understanding of basic call flows
Understanding of SS7 and ISDN circuits Understanding of 1+ Long Distance, Toll Free, and International service
Demonstrate proficiency with trouble ticketing application as well as other internal tools Technical call center operations
# Company Statement
CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions - including home and wireless voice solutions and digital television - provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.
# 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.
Req ID: 14915BR
Posting Location: LA,MONROE
Business Unit: Business Service Delivery & Operations
Position Classification: Management

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