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.
Lumen is seeking early-career or second-career self-starters who are self-motivated with high technical aptitude and an interest in a Network and Telecomm Customer Support role. You will participate in our Ops Academy which is a robust 6-week training program to jump-start and enable your success in this role. This rigorous program is designed to develop tech-savvy individuals in the areas of network operations, IP, and customer care where you will learn about our technology, networks, products, processes, and customer service best practices. Implementation Technician I is an entry level position within the North America Operations organization. This role is 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 CTL systems. Responsible for accurate and timely communication of order milestones to internal and externally facing teams – escalating as needed.
The Main Responsibilities
• Function in an Entry level position to ensure the timely and complete provisioning of telecom service orders using Centurylink systems and processes.
• Process orders according to SLAs, M&Ps / SOPs, On-Time Performance and quality standards
• Manage the assigned queue using time management skills
• Manage the assigned queue (could be an ACD call queue where assigned) to maintain service level objectives.
• Perform other duties as assigned
What We Look For in a Candidate
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.
•Become familiar with one or more CenturyLink voice products’ processes, builds and designs
•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
•Respond to maintenance and troubleshooting requests
•Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
•Associates degree or equivalent education and relevant experience.
•2 – 3 years related experience in specific area or equivalent.
• Experience working in a fast-paced environment and dealing with ambiguity
• Project management experience
• Familiarity of CTL Provisioning Systems and Processes
What to Expect Next
Requisition #: 257757
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
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, “protected 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.