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.
Job DescriptionTechnical Support Representative
CenturyLink is seeking upbeat customer service contact center representatives to assist current high-speed internet customers with service related issues including hardware and software configurations. All inbound contact is with residential customers. Combined with your current computer skills, CenturyLink has an extensive technical support training program for you to achieve success. This is a full-time, contact center position.
Job Responsibilities:
- Works with customers to identify service-related needs and offers the most appropriate solutions providing world-class customer service.
- Diagnoses and resolves basic network and modem functionality issues.
- Walks customers through common hardware and software configurations to maximize service functionality.
- Provides solutions for customer repair problems or formulates trouble reports.
- 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 Tier 2 Technical support when needed.
Qualifications:
- Requires customer contact and the ability to effectively communicate over the phone with residential customers.
- Must be a flexible, independent, self-motivated problem solver who can consistently work and enjoy a fast pace.
- Demonstrated interpersonal communication skills for communicating with customers.
- 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.
- Experience with common internet software is preferred.
No Discrimination. We 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
Skills Required
- Ability to communicate effectively with residential customers
- Flexible problem solver who enjoys a fast pace
- Demonstrated interpersonal communication skills
- Ability to work flexible hours including evenings and weekends
- Experience with Microsoft Windows and common internet software
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