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Customer Communications Tech

CenturyLink, Inc Omaha, NE

Job Description

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

Customer Communication Technician

  • Utilizes and interprets documentation and methods and procedures to solve problems. Utilize process flow to analyze and manage work efforts.
  • Manages and coordinates work efforts by interfacing with several work groups, both internal and external. Escalates when necessary to resolve problems or delays.
  • Interfaces with internal/external customers to keep them informed of status of service, and to confirm proper service has been restored.
  • Performs remote software cross-connects (digital, etc.) to establish customer service. Connects, disconnects, and rearranges line translations, connecting customer lines with central office equipment.
  • Perform testing for turn-up of Titan 5500, TA 5000, Dacs IV, Cisco, Nortel, and Fujitsu equipment.
  • Utilizes remote test vehicles (transport and switching), interprets testing results, error messages to locate fault and ensures end-to-end service continuity prior to service activation completion.
  • Ensures coordinated tests are completed when required and activates end-to-end service. Coordinates activities with vendors outside technicians, testers, and translation groups.
  • Performs test procedures and analyzes test results to isolate and determine type of service problem and to assist in restoration of service.
  • Issues work requests and initiates dispatch to field and/or Central Office when physical work/installation is required.                                                                                           

Basic Qualifications:

  • Computer literacy, multi-tasking, problem solving, strong verbal communications
  • Knowledge of specific databases and systems is a plus such as WAFA-C, WAFA-DO, WAFA-DI, TIRKS, NMA, TEMS, INTAS , TNMS, INFINERA, and Electronic Switching Systems.
  • Must have minimum of 12 months working with Digital Cross Connects.
  • Experience with HDSL including SNR/PA knowledge.
  • Must be able to work overtime hours as determined by business need.
  • Customer service skills are a must as you will be working with internal customers such as Central Office technicians, field technicians, engineering, and Load Specialists. Customer Communication Technicians also have contact with our CLEC customers.

Preferred Qualifications:

  • Experience with Titan 5500, Dacs IV, Cisco and Fujitsu equipment.
  • 12 months experience working with Unbundled Circuits, Hi Cap (T1- to OC 192 systems) Dark Fiber, IPG, ISDN, and DSO circuits.

Alternate Location: US-Nebraska-Omaha

Requisition #: 134535

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

EEO Statement

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, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, œprotected statuses).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


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.

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