Technical Support Representative
: Job Details :

About LumenLumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress.Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.The RoleStart a new career with Lumen while working from home! Lumen is seeking upbeat, contact center representatives to assist current voice and high-speed internet customers with service-related issues including hardware and software configurations. All contacts are inbound and are technical support only, there are no sales requirements. Combined with your current computer skills, Lumen has a technical support training program for you to achieve success.Location and ScheduleLocationThis is a full-time, work-from-home (WFH) contact center position.This position is part of our Union with geographic requirements. To be eligible, you must reside in one of the following states, and within those States, be within an RCA (Reasonable Commute Area) as outlined in the contract:Arizona, Colorado, Idaho, Iowa, Minnesota, Nebraska, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, Wyoming.ScheduleThe training hours are Monday-Friday from 7am-4pm MSTNext Class Start Date: Tuesday, January 21, 2025The Main ResponsibilitiesWorks with customers to identify service-related needs and offers the most appropriate solutions while providing world-class customer service.Diagnoses and resolves basic network and modem functionality issues, including landline troubleshooting.Walks customers through common phone hardware and software configurations to maximize service functionality.Provides solutions and resolution resources for customer repair problems.Interfaces with customers over the phone providing status updates and ensuring service has been restored.Schedules a technician dispatch for on-site service calls when necessary.Escalates appropriate technical issues to upper-level technical support when needed.What We Look For in a CandidateRequiredRequires customer contact and the ability to effectively communicate over the phone with both internal and external customers.Must be a consistently flexible, independent, self-motivated problem solver who enjoys working in a fast-paced environment.Demonstrated strong interpersonal communication skills when working with both internal and external customers.The ability to work flexible hours including evenings, weekends, holidays, and overtime is required.Ability to multi-task in a Microsoft Windows environment and utilize multiple programs for troubleshooting.As a work-from-home employee, Lumen will supply you with a desktop computer running Windows 10, a second monitor, a keyboard, a mouse, a USB headset, and a webcam. You must meet the following physical/logistical requirements for at-home work in this position:High-Speed Internet Service (with minimum speed of 10 mbps) and unlimited internet access is required. It is also important that you have a stable, reliable and uninterrupted internet service for the position.Computer must be physically connected to modem/router using Ethernet cable (i.e. computer cannot be run on a wireless connection).Establish a dedicated workplace in your home or work location. The workplace must have an adequate work surface and be free of background noise / distractions that may interrupt calls.PreferredExperience with standard internet software6 months experience in technical support, help desk, and/or contact centers.CompensationFor this class, the starting rate will be $18.31/hr.Requisition #: 335736Background ScreeningIf you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.Equal Employment OpportunitiesWe 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, gender expression, 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.Application Deadline12/01/2024#J-18808-Ljbffr