CenturyLink Helpdesk Support Lead in Monroe, Louisiana
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
Help Desk Leads are expected to be proficient in all aspects of a Help Desk agent to include:
The IT Help Desk provides first level technical support (PC break fix and how to, password reset, basic network and printing support along with supporting proprietary applications critical to the business operation) to the CenturyLink workforce (employees, contractors, vendors).
Contacts are received by phone and online chat, all agents are required to document their inbound contacts in a ticketing system and either resolve the issue or dispatch it correctly to the next level of support.
Utilize an internal knowledge base to locate dispatch information and some support knowledge.
The IT Help Desk is a 16X7 operational Help Center (16 hours a day, 7 days a week). Shifts can be adjusted to meet the needs of the business. This includes Holidays.
Monitoring the day to day operations of a call center type operation and making adjustments to provide the highest level of service to our customers
Ensuring adherence to company and team policies and escalating violations as appropriate
Supporting customer escalations
Resolving customer complaints in a professional and courteous manner, meeting the needs of both the customer and the business
Provide coaching to agents who do not perform to expected standards resulting in positive change in agent performance
Complete regular and random audits of agent performance and provide clear actionable feedback in a timely manner
Collaborate with peers to develop innovative solutions to drive organizational efficiency and reduce costs
Respond quickly and effectively to outage incidents
Manage assigned projects that drive organizational efficiency and reduce costs
All Leads will be required to serve as on-call for after-hours support
Leads must be available to report to their designated work area within 30 minutes to respond to customer/employee issues as required.
Communicate critical issues such as customer escalations, employee performance, and system outages to higher management as appropriate
Proven customer service skills
Ability to type 40+ WPM
Ability to work quickly in a fast-paced environment
Ability to coach and train others
Ability to manage complex, high volume, and fast paced operations
Ability to move quickly between tasks and keep awareness over multiple issues simultaneously
Ability to communicate complex technical issues in a clear and concise non-technical manner both verbally and written
Independent problem solving skills
Demonstrates good decision making
Dependable and reliable attendance and punctuality
Ability to navigate the Windows operating system to troubleshoot basic issues such as:
Working knowledge of personal computing technologies
Ability to work effectively in a team environment
Ability to learn new skills quickly
Expert organizational skills and the use of MS Outlook to stay organized
Advanced use of MS Excel to analyze data to support data driven recommendations and decision-making
Basic understanding of MS Office suite of programs
Ability to quickly search a knowledge base to find solutions
Proven IT Support experience (Desktop or Help Desk)
Proven team leadership experience
Proven project management experience
Proven Customer service experience in a call center type environment
Formal education or certification in computer science or other related field
Experience using common applications such as:
Incident Management ticketing systems such as Remedy
AVAYA or other VOIP systems
Alternate Location: US-Colorado-Denver; US-Colorado-Littleton; US-Louisiana-Monroe
Requisition # : 140425
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/
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.