Trouble Resolution Specialist I-III
At a glance
Location: US-WA-Vancouver Map
Posted: 09/12/2019
Closing: 10/11/2019
Degree: 2 Year Degree
Type: Full-Time
Experience: 3 to 4 years
Job description

General Summary:

At Windstream, we take pride in consistently delivering an amazing customer experience.  Our team of Trouble Resolution Specialists supports Enterprise level customers by resolving customer trouble tickets in a fast-paced technical support environment.  Under general supervision, we manage customer relationships, create and update trouble tickets for customers, as well as utilize multiple systems to pinpoint a customer issue in order to keep our business customers satisfied. 

Trouble Resolution Specialists will provide comprehensive service and resolve feature-based issues on a converged voice and data network.  Must be self-motivated, client-centric, and possess the ability and knowledge to resolve complex issues in a timely manner.  This includes escalating, engaging additional resources, and/or upper management. 

Job Responsibilities:
  • Managing incoming and outgoing calls including customer inquiries on service/repair related issues and demonstrate ability to communicate clearly while remaining calm and professional
  • Managing a ticket queue via Windstream’s ticketing system
  • Prioritizing ticket volumes to meet or exceed client/Windstream metrics and expectations
  • Clearly communicating to customers, the next steps and timeframes
  • Providing customers with status on existing trouble ticket both on a reactive and proactive basis, ticket creation via scripted response
  • Escalating trouble tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed
  • Assigning and following up with internal/external teams until ticket resolution
  • Identifying and escalating issues potentially affecting network service
  • Utilizing available diagnostic software to identify several types of customers’ trouble reports
  • Demonstrating uncompromised integrity by acting and communicating openly, honestly and fairly in everything done, following the Windstream Core Values & Beliefs as a guide
  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction
Required Skills, Abilities and Competencies:
  • Ability dealing with difficult customers and stressful situations
  • Excellent written and verbal communication and interpersonal skills
  • Excellent troubleshooting skills
  • Proven ability to multi-task utilizing time management and work prioritization skills to properly manage ticket
  • Flexibility to work varied shifts to provide support to your team on an as needed basis, based upon customers business needs
  • Ability to prioritize individual queue based on severity level and prioritizing work based on the customers’ business needs and specific situations that could change throughout the repair process
  • Basic–level technical competence in a Windows and MS Office based environment
  • Basic ability to evaluate client metrics such as overall bandwidth and QOS setting requirement
  • Basic Command Line Interface knowledge
  • Basic understanding of network protocols such as MPLS, VoIP, and TDM
  • Basic understanding of data protocols such as EIGRP, BGP and OSPF
  • Basic understanding of voice networks utilizing protocols as ISDN, SS7, SIP and MGCP
  • Basic understanding of VOIP architecture including Session Border Controllers, SIP Proxies, and IP Switch platforms
  • Basic understanding of VoIP phones platforms. Providers include Cisco, Polycom, and Aastra phones
  • Basic understanding of backbone services to include various transport (DS0, DS1, DS3, OC-x, Ethernet, and GIG E) services
  • Intermediate knowledge of Adtran/Cisco routers and switches including VLANs
  • Intermediate working knowledge of network protocols such as Telnet, DHCP, ARP
  • Intermediate working knowledge of IP routing protocols such as BGP, OSPF and Static Routing
  • Intermediate working knowledge of Voice features such as Call forwarding, Voice mail and Hunting
  • Intermediate working knowledge of networking WAN/LAN topology
Preferred Skills and Qualifications:
  • Cisco Certified Entry Networking Technician (CCENT) or Cisco Certified Network Associate (CCNA) certification preferred, but equivalent Adtran certifications will also be considered.
  • Associate degree in Network related field or equivalent combination of education and experience
  • Bachelor’s degree or equivalent preferred (to include military backgrounds and associate degrees with additional work experience)
  • 1-2 years of experience in a technical service, IT or help desk environment
  • 1-2 years of experience in a customer service environment with proven ability to adjust communication strategy based on customer’s level of frustration and technical aptitude.


Minimum Requirements:

Associate’s Degree in a technical discipline and 3-4 years technical/telephony experience with 2 years directly related to the job; or 6 years of directly related telephony experience or an equivalent combination of education and/or directly related telephony experience required.

Job Category: Customer Service

EEO Statement:
Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to: race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.
Trouble Resolution Specialist I-III