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CUSTOMER COMMUNICATIONS TECH - WORK FROM HOME


Location WFH, United States of America Job Id 324147

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JOB DESCRIPTION

About Lumen
Lumen is guided by our belief that humanity is at its best when technology
advances the way we live and work. With 450,000 route fiber miles serving
customers in more than 60 countries, we deliver the fastest, most secure global
platform for applications and data to help businesses, government and
communities deliver amazing experiences. Learn more about Lumen’s network, edge
cloud, security and communication and collaboration solutions and our purpose to
further human progress through technology at news.lumen.com, LinkedIn:
/lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies,
Instagram: @lumentechnologies and YouTube: /lumentechnologies.


THE ROLE

Provisioning/Test & turn up Circuits from DS0 through Optical
Perform test procedures and analyze test results to isolate and determine type
of service problem and to assist in restoration of service. May perform test
calls or call traces.  Ensure coordinated tests are completed when required and
activate end-to-end service. Coordinate activities with vendors, outside
technicians, testers, and translation groups. Utilize remote test vehicles
(transport and switching), interpret testing results and error messages to
locate fault, and ensure end-to-end service continuity prior to service
activation completion. Perform remote activation of network services such as
software cross-connects to establish customer service. Connect, disconnect, and
rearrange line translations, connecting customer lines with switch and transport
equipment.  Interface with customers to keep them informed of status of service,
and to confirm proper service has been provisioned or restored.  Communicate and
negotiate release for all network rearrangement activities with the customer.
Proactively act as customer advocate through direct communications in all
aspects of the customer’s communication needs, particularly network reliability
and application needs. Act as first point of contact for Public Safety Answering
Points (PSAP), emergency situations and outages on emergency (911) or FAA
circuits. Monitor alarms for PSAP circuits. Remotely maintain CPE for PSAPs:
equipment and answering systems. Provide support to field CPE technicians
working on PSAP equipment and circuits. 


THE MAIN RESPONSIBILITIES

• Demonstrate ability to efficiently and accurately design and process customer
orders for  CenturyLink products
• Process orders according to SLAs, On Time Performance and quality standards
• Manage the assigned queue using time management skills
• Written and verbal communication of order status
• Manage the assigned queue (could be an ACD call queue where assigned) to
maintain service level objectives.
• Knowledgeable and Proficient in complex provisioning requirements
• Working knowledge of equipment elements and solutions across switched and
special access, MPLS solutions, local loop and long-haul transport in the
telephony network.
• Provide technical support to internal and external customers for engineering,
installation and testing of all transport facilities and special and switched
access circuits.
• Drive completion of all customer and network orders.
• Assist other departments or work groups, providing requested support as
necessary.
• Properly prioritize tasks, orders  and assignments. 
• Perform other duties as assigned     
• Able to demonstrate teamwork and strong problem-solving and some analytical
skills.
• Works independently with minimal to normal supervision.  
• Able to follow established procedures to fulfill customer order requirements
accurately and quickly.
• Exhibit continual learning and development by improving job skills through on
the job training and all available learning pathways.
• Intermediate technical understanding of voice, data, ethernet products and
related equipment, as well as keeping up with new products or product changes
and procedures/design consumption rules.
• Intermediate understanding of design, including both on net and offnet routing
configurations.
• Intermediate understanding of customer order requirements and fulfilling
requirements via customer design systems/tools – new/modify/disconnect orders
and task completions.
• Ability to work in multiple design systems.
• Ability to quickly validate orders to ensure entrance and exit criteria met.
                    
 


WHAT WE LOOK FOR IN A CANDIDATE

 * 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 and electronic switching systems.
 * Prefer 12 months experience working with unbundled circuits, hi cap (T1- to
   OC 192 systems) dark fiber, IPG, ISDN, and DSO circuits.
 * Must be able to work overtime hours as determined by business need.
 * Able to demonstrate teamwork and strong problem-solving and some analytical
   skiils
    


WHAT TO EXPECT NEXT



Requisition #: 324147

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.

NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for
employment qualified applicants with arrest and conviction records. 

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.

SALARY RANGE

Salary Min :

13

Salary Max :

37

This information reflects the anticipated base salary range for this position
based on current national data. Minimums and maximums may vary based on
location. Individual pay is based on skills, experience and other relevant
factors.

This position is eligible for either short-term incentives or sales
compensation. Director and VP positions also are eligible for long-term
incentive. To learn more about our bonus structure, you can view additional
information here. We're able to answer any additional questions you may have as
you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of
Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your
physical, mental, emotional and financial wellbeing. You can learn more by
clicking here.

Note: For union-represented postings, wage rates and ranges are governed by
applicable collective bargaining agreement provisions.

SALARY RANGE

Salary Min :

13

Salary Max :

37

This information reflects the base salary pay range for this job based on
current national market data. Ranges may vary based on the job's location. We
offer competitive pay that varies based on individual experience, qualifications
and other relevant factors. We encourage you to apply to positions that you are
interested in and for which you believe you are qualified. To learn more, you
are welcome to discuss with us as you move through the selection process.

SALARY RANGE

Salary Min : $

13

Salary Max : $

37

This information reflects the anticipated base salary range for this position
based on current national data. Minimums and maximums may vary based on
location. Individual pay is based on skills, experience and other relevant
factors.

This position is eligible for either short-term incentives or sales
compensation. Director and VP positions also are eligible for long-term
incentive. To learn more about our bonus structure, you can view additional
information here. We’re able to answer any additional questions you may have as
you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of
Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your
physical, mental, emotional and financial wellbeing. You can learn more by
visiting https://lumenbenefits.com.

Note: For union-represented postings, wage rates and ranges are governed by
applicable collective bargaining agreement provisions.


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We are committed to providing equal employment opportunities to all persons
regardless of race, color, ancestry, creed, citizenship, national origin,
religion, veteran status, disability, genetic characteristic or information,
age, gender, sexual orientation, gender identity, gender expression, 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. We
participate in the Electronic Employment Verification Program, depending on
location. What is eVerify? English | Español . Right to Work: English | Español
. If, due to a disability, you require a reasonable accommodation to navigate
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