Job DescriptionJob ID:22002026

**$500 Sign on bonus**

About the Role:

The Spec II handles escalations from Spec I personnel, technicians, and direct end-user customers, resolves complex problems through effective coordination and facilitation with other support teams of complex Internet or data network problems.

What You'll Do:

• Answer incoming calls, support emails, and chats during shift and troubleshoot customer Internet problems in a service center environment
• Verify Windstream equipment problems/outages and notify correct departments
• Handle complex escalations from Tier I and other departments
• Working voice and data troubles
• Escalate, monitor, and track problems in appropriate trouble management system to ensure timely resolution
• 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.
• Proficiently manage trouble tickets
• Demonstrated ability to establish and maintain effective relationships with customers. Effectively gain the customer's cooperation to work through the troubleshooting process, ensuring first call resolution and appropriate follow-up.
• Team player that also works independently, and seeks Team Lead/Supervisor support, when necessary, with a strong emphasis on high customer satisfaction.
• Demonstrate awareness of company policies and procedures while applying sound judgment within scope of their empowerment
• Other duties and responsibilities as assigned

Do You Have?

• Excellent listening, analytical, verbal and written communications skills, and interpersonal skills required. Must be able to easily identify and articulate complex ideas and issues and give clear direction.
• Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.
• Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations
• Strong Customer Service experience with an emphasis on first call resolution and follow-through
• Demonstrates ability to achieve established goals and performance metrics
• Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions

Even Better:

• 1-2 years related technical data and voice troubleshooting experience
• Use of computer/ Microsoft Office package/ Windstream billing packages

• Fluent knowledge of internet computer applications
• Ability to organize calls efficiently and resolve customer issues
• High degree of technical aptitude
• Understanding of dial-up modems and TCP/IP protocol
• In-depth knowledge of specialty internet products
• Strong coaching and mentoring skills
• Working knowledge of Metaswitch
• The ability to understand statistical performance measurements and excellent time management skills

*$500 Sign on Bonusto be paid in 2 installments. First payment of $250 will be paid 120 days after employment. Second payment of $250 will be paid 270 days after employment. You must be a new employee with Windstream and employed at time of payout in order to receive sign on bonus

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Job Requirements
Minimum Requirements:

High School diploma or equivalent and 4 years experience with 3 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

EEO Statement: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, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.