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Technical Support Technician

CenturyLink, Inc Omaha, NE
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Job Description

 

About CenturyLink

CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

 

Technical Support

CenturyLink is seeking upbeat customer service contact center representatives to assist current voice, Prism and high-speed internet customers with service related issues including hardware and software configurations.  All contacts are inbound. 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 located in downtown Omaha. There are NO PRE-EMPLOYMENT ASSESSMENTS and NO SELLING REQUIREMENTS.

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 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. 

Qualifications

  • Requires customer contact and the ability to effectively communicate over the phone with both internal and externtal 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.
  • 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.
  • Six months experience in technical support, help desk, and/or contact center preferred. 

Alternate Location: US-Nebraska-Omaha

Requisition #: 176838

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ 

This position is part of a bargaining unit and represented by a union.  Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b)  required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, gender, sexual orientation, gender identity, 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.

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.


Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs

Job Segment: Technical Support, Technician, Cyber Security, Call Center, Information Technology, Technology, Security, Customer Service




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