The Role

Responsible for supporting the delivery of requests for telecom services. Ensure requests are processed in a timely manner to meet SLA and customer expectations. Document all order activity and ensure data integrity in Lumen systems.  Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed. 

The Main Responsibilities

Essential Job Duties

• Demonstrate ability to efficiently and accurately process and manage Access Service Requests for one or more Lumen product or access provider
• Process orders according to SLAs, On Time Performance and quality standards
• Manage the assigned queue using time management skills
• Perform other duties as assigned
• Provide technical support for team members

Behavioral & Technical:
• Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated. 
• Collaborative skills and use a team approach to accomplishing work.
• Verbal, written and interpersonal communication skills. 
• Demonstrate ability to process tasks as assigned for one or more Lumen voice product
• Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
• Process orders according to SLAs, On Time Performance and quality standards
• Manage the assigned queue using time management skills
• Escalate to a higher level as needed
• Providing escalation support for lower level techs
• Respond to more complex maintenance and troubleshooting requests

What We Look For in a Candidate

Qualifications:
•Assoc degree or equivalent education and relevant experience. 
•5-7 years related experience in specific area or equivalent.
 •May require technical certification.
 

Preferred Qualifications:
• Associate Degree or equivalent experience in Operations, Technology or related field
• Experience working in a fast-paced environment and dealing with ambiguity
• Project management experience
• Familiarity of Lumen Provisioning Systems and Processes

Legal Statements

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$46313 – $61750 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$48700 – $65000 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$51188 – $68250 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$53625 – $71500 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of yours application date.